T-Mobile is making things worse for people struggling financially

2 min readUpdated Jun 4, 2025Jul 21, 20236:04 AM

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Just when you think T-Mobile is done delivering bad news, something new comes along. Just today, it was reported that customers are having a meltdown at stores after learning about the new fee for offline payments and now the carrier has dropped two more bombs.

The Mobile Report spotted a change to the company’s terms and conditions and found two potentially worrying things. One of the clauses says that “you may still incur charges while an account or service is suspended.” This means that the company has the right to charge you even when you are not using their services because of a non-payment suspension.

Your account may still accrue charges even if the Service is suspended. You are responsible for any charges that are incurred while your Service or account is suspended. You agree to pay all Charges we assess and bill you, including charges covering periods where your Service is suspended for non-payment, or Charges that were accepted or processed through all Devices and/or Products on your account, including while your service is suspended. If your account is unpaid or otherwise not in good standing, your service may be reduced, suspended, or terminated. Charges may not be prorated while your Service is suspended. If you port your number to another carrier, your Service will be deactivated immediately once the number is ported, though you will still be charged for a full billing cycle.

And even though the website uses the word “may,” The Mobile Report has received a screenshot of an internal document that says that customers will be charged during account suspension.

This went into effect on July 19 and employees have apparently been told that the charges are not prorated – meaning customers will be charged the full amount for the entire billing period – and they will not be credited.

As is the case with the offline payment fiasco, employees will have to deal with disappointed customers and this time around, T-Mobile doesn’t even explain why it has made this change.

Verizon is the only of the big three carriers that does not charge customers during non-payment suspensions.

Besides that, T-Mobile also says it’s “not responsible for any… …information, goods, or services provided by third parties.” So if you do business with a third party and something goes wrong, you can raise a dispute but it would be up to T-Mobile if it wants to help and it can walk away scot-free.

This means that customers will have to be a lot more careful about where they shop from as T-Mobile can simply refuse to help if something goes wrong with the device you were provided or you were misguided about a plan by an authorized retailer.

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Questions & Answers

What is T-Mobile now charging customers for when their service is suspended?

The company will now charge customers the full amount for the entire billing period, even if their service is suspended due to non-payment. These charges are not prorated, and customers will not receive a credit for the period of suspension.

When did this new charging policy for suspended accounts come into effect?

The new policy regarding charges for suspended accounts went into effect on July 19. An internal document reportedly confirms that customers will be charged during service suspension, not just that they 'may' be charged.

How will the new third-party liability clause affect customers?

T-Mobile states it is not responsible for third-party information, goods, or services. This means if a problem arises with a device or plan from an authorised retailer, T-Mobile can choose not to help, leaving customers vulnerable.

Are other major carriers charging customers during non-payment suspensions?

Verizon is mentioned as the only one of the three big carriers that does not charge customers during non-payment suspensions. This implies T-Mobile's new policy puts it out of step with at least one major competitor.

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