That's definitely not okay. So sorry to hear about this experience, Jessiree. Let's do some investigating. Can you please send us a private message with your phone number, PIN, IMEI and SIM card numbers from your new phone?
To send a private message just click on the picture of any Boost Mobile agent and, in the next screen, click "send this user a private message".
Hey there, Alton28! If you do not have the account information to remove the device from it. We won't be able to transfer your service to the device. After the account is completely cancelled then you will be. But in the meantime it will not be possible without the phone number and PIN that's linked to the device.