Customer Complaint
8/21/2026
I suspended my mobile service temporarily because I lost my cell phone. I got my new cell phone, had to sign for it when it was delivered today, and called Boost Mobile to get my mobile service turned back on. They asked me the same security questions that they asked when I called to suspend my service but this time the name of my Sister was not my Sisters name but when I said, "It's August but my Sisters name is Cherry,"they said, thats right. Then they asked me if I had a 1990 Jeep Wrangler and what color was the vehicle… but none of the colors that they gave me were the color of my Jeep and the only other answer was, "I do not own that car." I said, that is the same question I was asked when I called to suspend my lost phone service but none of your answers are correct, so I asked the rep., if she wanted to lie, and she just repeated the question about my Jeep. I replied, yeah ok, I don't own the jeep. She went on to tell me she couldn't verify my identity without me getting on my phone and taking a picture of my drivers license and then doing a face video. I said, my phone service is suspended.. Then she tells me I can use my iPad to take a picture of my drivers license and do a face video. They send me a link, I get on my iPad, I allow camera/boost mobile, and long story short, it didn't work, we tried a few other things, and a QR code pops up on my iPad, asking me to take a picture of the QR code with my cell phone device. I y phone line is suspended?
Resolution Sought
I would like them to activate my replacement phone. They are telling me to go to the boost mobile store, I live in KW, FL,, ther are no locations for 110 miles or use a friends phone but my friends phone isn't going to work, There system requires my cell phone to take a picture of the QR code in order to access the camera on my ipad. Likewise the phone insurance company put me thru the identity verification, and these two comps are linked..
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