Deposit not returned: what to do

Have this ready

• deposit receipt
• account closure date
• final bill

Steps for any company

1. Ask for the deposit and the date it will be paid.

2. Send a written demand. Escalate to the regulator or attorney general.

A company playbook below replaces these generic steps with the company’s own forms, phone numbers and deadlines.

Company playbooks (21)

Car rental

• Enterprise Mobility (Enterprise Rent-A-Car, National, Alamo)Credit card holds are released at return; debit card deposits are refunded to the bank account in about 5 to 10 business days.
• HertzHertz places an authorization hold on top of the estimated charges; ask the billing line and your bank if it is not released.
• SIXT (USA)SIXT releases the deposit hold shortly after return; the bank then takes several business days.
• TuroTuro refunds the security deposit 80 hours after the trip if there is no damage report or unpaid invoice; the bank then takes several days.

Electric, gas and water utilities

• Alabama PowerResidential deposits come back as a bill credit after a good payment record, or on the final bill.
• American Electric PowerAEP Ohio's cash deposit is capped by PUCO rules; ask for the refund terms in writing.
• Baltimore Gas and Electric CompanyMaryland caps residential deposits, allows installments, pays interest and returns the deposit after 12 months of on-time payment.
• Commonwealth Edison CompanyComEd refunds deposits with interest after 12 months of satisfactory payment; eligible residential customers are no longer charged deposits.
• EntergyEntergy Texas refunds a residential deposit after 12 consecutive paid bills if the account stayed in good standing.
• Florida Power & Light CompanyFPL stops requiring a deposit after 23 months of continuous service with a prompt payment record, or refunds it when the account closes and the final bill is paid.
• Georgia PowerThe deposit plus interest is credited back on residential bills under commission rules, or refunded at the final bill.
• Pacific Gas and Electric CompanyPG&E may not charge residential credit deposits for new service; nonresidential deposits are refunded at closing or after 12 months of good payment.
• PECO Energy CompanyPA utilities may require a deposit for poor or no credit history, termination, or missed payments; CAP-eligible customers may be exempt.
• Public Service Electric and Gas Company (PSE&G)The deposit must be returned when the account closes and the final bill is settled, as a credit or a check at the customer's choice.
• Reliant EnergyAny credit balance, including a deposit, is applied to the final bill or refunded when the account closes.
• TXU EnergyTXU refunds the deposit with interest after 12 consecutive on-time months, or when the account closes.
• Xcel EnergyIn Colorado, a deposit is refunded after 12 months without a disconnection notice, or when service ends and bills are paid.

Hotels and short-term rentals

• AirbnbAirbnb has no general security deposit; some hosts with connected software collect one through the Resolution Center.
• HiltonThe incidental hold should drop within 72 hours of checkout; card issuers can take longer.
• Marriott InternationalThe hotel releases the incidental hold at checkout; the bank controls when the money shows again.
• VrboA refundable damage deposit returns automatically within 7 or 14 days of checkout unless the host files a claim; contact support after 14 days.

Guides

• Car rentals — how complaints work
• Hotels and vacation rentals — how complaints work
• Electric and gas utilities — how complaints work
• Internet, cable and satellite TV — how complaints work