won't unlock phone

Newbie

won't unlock phone

Purchased a phone in january of 2018 from the boost store, also signed up for the pay as you go $50 unlimited plan. I was assured there was no contracts and no commitments. So february 12th went to tmobil to switch plan. I called boost a d got my account number (after a battle). Tmobile ported my number and set up my account. When they tried to install the new sim card they received a. Error that the phone was locked. I called boost to have them unlock the phone (battle #2). I was put on hold and then had a bunch of numbers called out and call hung up, I assumed they unlocked the phone. Tmobile again tries the sim, a d same msg. I called boost again and was assured my phone was not locked. Again tmobile tries the sim and it did not work. After being at tmobile for over 3 hours we decided that it may take a few hours for the unlock to happen. February 13th, tries phone and still locked. Went to tmobile again tries phone did not work, associate called apple to see if maybe a phone issue? Apple suggested backing up phone 
But did not work, called boost again and was told hold not help me, rep at tmobile told he could not do anything else until phone was unlocked. Went home and called boost again, was told and I quote, your phone is not locked. Still cluld not get the phone to accept the tmobile sim card so once again I called boost, after having a 5 minute conversation. I was put on hold and passed off to another boost rep, when I was then told the phone was locked, a x I would have to have an account with boost for 12 months before they would unlock my phone. I asked how they could do this and was told read the policy on the website! So there is no commitment, there is no contract, I own the phone, but I need to read the website to see policy? Wrong!!
1. Why wasn't I told about the 12 month issue the first time I called (or the 2nd or 3rd)?
2. Paid for phone, no contract, no commitment how can they lock my phone?
3. I was paid up till 2/16/18 a d they cut me off monday so they owe me a refund!
4. I have been without a phone since monday due to this issue when though I have been paying for service through tmobile, so boost should refund this also. 
The bottom line is I want my phone u locked and boost has no right to hold. Me hostage!!!

28 REPLIES 28

Re: won't unlock phone

Good morning, jhamond987! Sorry for the late reply!

 

We're really sorry for the poor experience you've had. Certainly, Boost Mobile is a prepaid/contract-free carrier.

 

However and when it comes to unlock brand new Boost Mobile-branded devices, the main requirement (per our Unlock Policy) is to use the device for a total of 12 months.

 

We understand it's very unpleasant to realize you were incorrectly informed about this from the very beginning.

 

We'll make sure to take the necessary actions on the agents that do not provide the correct information about this particular process.

 

Unfortunately, the device can't be unlocked if it has not been used for a total of 12 months. Once again, we express our sincerest apologies for this inconvenience.

 

Hozuki_Robert

Accomplice

Re: won't unlock phone

They’ve been holding my iPhone hostage for over a year now. They should have no right to lock a phone on a prepaid no contract plan especially when phone was bought used and paid for in full. Waiting for the class action lawsuits to start concerning this
Accomplice

Re: won't unlock phone

My phone was not a “Brand new Boost Mobile branded” device and you refused to unlock because of a 12 month policy hidden in a webpage that nobody would think necessary to check with a PREPAID NO CONTRACT PLAN
Groupie

Re: won't unlock phone

You say, "Certainly, Boost Mobile is a prepaid/contract-free carrier.  However and when it comes to unlock brand new Boost Mobile-branded devices, the main requirement (per our Unlock Policy) is to use the device for a total of 12 months."  

I have had an account with you since 2015!!!!   There is an ERROR that no one will acknowledge!!!  The phone in question was NOT purchased through Boost Mobile.  It was a used, GSM  factory unlocked phone that was purchased on ebay.  PER YOUR CONTRACT, this phone IS eligible for UNLOCK!!!   

 

Groupie

Re: won't unlock phone

We are having the exact same problem.  I am beyond frustrated!

Groupie

Re: won't unlock phone

CLASS ACTION Lawsuit!!!   YES, I agree!  Thank you for posting.  We've used this service since 2015.  My son bought a USED GSM factory unlocked phone from ebay.  In Boost Mobile's own words, "Certainly, Boost Mobile is a prepaid/contract-free carrier.  However and when it comes to unlock brand new Boost Mobile-branded devicesthe main requirement (per our Unlock Policy) is to use the device for a total of 12 months."   I could actually understand that policy, although it was by no means made clear,  BUT our situation does not fit this criteria!  What can be done????????

 

Accomplice

Re: won't unlock phone

I’ve got the same problem. I’ve purchased 2 phones from boost. One phone broke, replaced by apple under warranty. Put it back on boost. We’ve had the service on both phones for over a year. Because the one phone was replaced they are starting the clock all over again on that phone and they won’t unlock. Very frustrating. They are holding this phone hostage and will not budge. Not sure what to do
Agent

Re: won't unlock phone

Hi, Dustinp. Thanks for contacting us. We value your privacy and security. Due to the nature of your concern, we would like to authenticate your account, but for us to do this in a secure way we need to take this to a private channel where we can discuss private account information. Please send us a private message along with your phone number, the PIN and a brief description of your request. To send a private message, click on any of the social care agents user names and select the option send this user a private messages.

Accomplice

Re: won't unlock phone

How do I send the private message?