How to Get Your Broadband Deposit Refunded After Account Termination

You have terminated your broadband account, but the deposit has not come back.

Do not assume the refund starts the day you submit the termination request. The ISP may first close the account, issue the final bill, deduct any outstanding charges, and then refund the remaining balance.

The refund period also depends on the ISP. Maxis currently states 30 working days, while Unifi and TIME state up to 90 days. (Maxis, Unifi, TIME Refund Form)

Deposit, Advance Payment and Fees Are Different

Check your original receipt or first bill before asking for a refund.

A payment made during sign-up could be:

1. Refundable deposit
2. Advance payment
3. Installation or processing fee
4. Device-related payment

These are not automatically treated the same way.

For example, Maxis currently requires a RM300 deposit for non-Malaysians subscribing to Maxis Fibre. (Maxis Fibre Terms)

CelcomDigi Fibre currently states that foreign customers must pay a RM300 deposit. (CelcomDigi Fibre FAQ)

Unifi's current FAQ states that an unused credit balance after termination is refunded within 90 days. (Unifi FAQ)

The amount you paid at sign-up therefore needs to be identified first.

What Happens After Termination?

The normal sequence is:

Terminate service → final bill → deduct outstanding charges → confirm refundable balance → submit/provide bank details → refund

Maxis explicitly states that the refund is not made at the point of termination. Any remaining advance payment is first used against the final bill; if more than RM30 remains, the customer can request a refund. (Maxis Home Fibre Termination FAQ)

TIME similarly states that deposits and excess payments can be refunded after deducting unpaid invoices and other applicable charges. (TIME General Terms)

This is why you should keep the final bill. It shows whether the deposit was fully refundable or partially used to settle the account.

How Long Does the Refund Take?

Do not use “30–60 days” as a universal rule.

Maxis says eligible refunds are processed within 30 working days, subject to bank processing. (Maxis Refund FAQ)

Unifi states that remaining credit balances are refunded within 90 days after termination. (Unifi FAQ)

TIME states that refunds are processed within 90 days from the final bill date. (TIME Refund Form)

That starting date matters.

For TIME, for example, you should not simply count 90 days from the day you returned your router. The published wording refers specifically to the final bill date. (TIME Refund Form)

Foreigners: Submit the Bank Details Correctly

For foreigners, the refund can become more complicated when the customer is leaving Malaysia.

TIME says refunds are made by bank transfer, and a foreign-bank refund may involve transaction and currency-conversion charges. It also states that foreign-bank transfers can require an additional 7–14 working days, subject to bank processing. (TIME Refund Form)

Maxis currently allows both local and foreign customers to request eligible refunds, but its online refund process does not allow third-party or joint bank accounts. Maxis also says foreign customers without a local bank account can visit a Maxis Centre for a cash refund. (Maxis Refund FAQ, Maxis Refund Form)

So do not close your Malaysian bank account immediately after cancelling your broadband.

The Five Details You Should Get Before Leaving

When the termination is completed, record these five items:

1. Termination date

2. Final bill date

3. Refundable amount

4. Refund request/reference number

5. Bank account used for the refund

This is much more useful than simply asking customer service:

“When will I get my deposit?”

You can instead ask:

“Please confirm my refundable balance, refund reference number and expected processing date.”

What If the Refund Does Not Arrive?

Wait until the provider's published refund period has passed.

Then contact the ISP and quote the original case or refund reference.

Use a direct request:

“My account was terminated on [date]. The final bill was settled and a refundable balance of RM[amount] remains. The published refund period has passed. Please confirm the current refund status and bank transfer reference.”

Also check your bank statement before contacting the ISP again. Maxis specifically advises customers to review their bank account statements within the expected processing period. (Maxis Refund FAQ)

Check These Before Escalating

A delayed refund is not always an ISP processing problem.

Check whether:

The final bill has been issued

There is an outstanding balance

The bank account belongs to the registered account holder

The bank details are correct

The refund period has actually expired

For Maxis, refunds cannot be paid into a third-party or joint bank account. (Maxis Refund Form)

TIME also warns that incorrect or incomplete bank information can cause failed transfers and delays. (TIME Refund Form)

If the ISP Still Has Not Paid

Keep your evidence:

Original deposit/payment receipt

Broadband agreement

Termination confirmation

Final bill

Refund request

Bank details

Complaint/reference number

If the issue remains unresolved, CFM advises consumers to obtain the complaint number from the service provider before submitting a complaint to CFM. (Consumer Forum Malaysia)

Broadband Deposit Refund Checklist

Before closing everything, check:

☐ Service termination confirmed

☐ Final bill received

☐ Outstanding charges settled

☐ Refund amount confirmed

☐ Bank details submitted

☐ Refund/reference number recorded

☐ Provider's refund deadline recorded

☐ Bank statement checked

☐ Complaint raised if the deadline has passed

For foreigners:

☐ Keep the Malaysian bank account open until the refund is received, unless the ISP has confirmed another refund method

NetBijak's Take

The easiest way to lose track of a broadband deposit is to cancel the service and simply wait.

Keep the termination date, final bill, refund amount, bank details and reference number. Then track the refund against the ISP's actual published deadline — not a generic “30–60 days” estimate.

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