Apple refunded me 600 dollars for my upgrade program trade in. Is this normal?

[Benz6748]

Pretty much the title. Today I went from the iPhone 13 pro to iPhone 14 pro using the iphone upgrade program. In the store today they did a refund of 600 dollars for a trade-in to my credit card for the iphone 13 pro. Is this normal? I only made 12 payments on the phone before hte upgrade today and my order still says waiting for trade in.

 

[plastus]

I just had the same exact thing happen to me this morning. I’ve always mailed in my iPhone after receiving the new one via delivery. This time I was only able to do a store pick up. The Apple Store rep insisted I pay off the loan on the spot or get $600 back to apply towards my existing loan but that doesn’t cover the outstanding balance. I spent over an hour with Apple Support who told me that I need to wait until the records transfer over but I’m skeptical. Thankfully I kept a paper receipt of my trade in but the App Store still says I need to return the iPhone 13 Pro before October 6th.

If anyone has other insight on this, would really appreciate you sharing here!

 

[Benz6748]

I just had the same exact thing happen to me this morning. I’ve always mailed in my iPhone after receiving the new one via delivery. This time I was only able to do a store pick up. The Apple Store rep insisted I pay off the loan on the spot or get $600 back to apply towards my existing loan but that doesn’t cover the outstanding balance. I spent over an hour with Apple Support who told me that I need to wait until the records transfer over but I’m skeptical. Thankfully I kept a paper receipt of my trade in but the App Store still says I need to return the iPhone 13 Pro before October 6th.

If anyone has other insight on this, would really appreciate you sharing here!

I also called apple support and citizens. Apple said it was "in process with the payment team" and made a note of my concern on the order. Plan on calling tomorrow again to see if anything has changed. Citizens said the old loan is on hold by apple and after two weeks if apple hasn't paid off the loan it will resume. I'll keep you updated if I hear anything. It felt really weird to get a refund in the store but they kept insisting it was the normal way. I had another friend at the same store do iup and he got refunded to his card too.

 

[spiderpumpkin]

Sounds like the Apple Store rep is processing it as a regular in-store trade-in, and not an iPhone Upgrade Program trade-in.

I’ve been on the upgrade program for 5 years and usually have it shipped to me , and then mail the old phone back when the trade in kit arrives later.

However, this year I chose in-store pickup for September 17th. Now, I’m really concerned after hearing that they are screwing up the trade-in.

Can we request a trade-in box kit be sent to us instead of handing over the phone right away?

 

[plastus]

I got off the phone with Apple today and the person was able to get approval for $150 credit towards my IUP method of payment. Should see it on my statement early next week! Keeping my fingers crossed.

 

[Benz6748]

I called today too. This is 100% a mistake in the store. She had to escalate it and I’m waiting 3-5 days for a resolution now. Good to know about the credit might have to ask for that if things don’t go right.

 

[carbphrek]

I had issue yesterday at pick up and I’m in IUP too. The employee’s phone kept saying I owe over $800 if I want the new 14pm. I just stood there saying no…no…no…go get someone that can help you (he started in the store 10 days ago, we chatted a lot during this craziness) nobody would help this poor young guy. 30 mins of this I asked him to cancel out of his app phone and start fresh. Come to find out he didn’t scan the QR code on my phone he used the serial number. 10 mins later (activated eSim) I was at my car.

 

[Benz6748]

update:

Apple escalation support basically told me to keep the money and I’ll have to pay it off my self since the store did it as a trade in and not putting it against my old loan. I guess I’ll take it 3% back at least in my Apple Card since I’m paying the loan down.

 

[plastus]

update:

Apple escalation support basically told me to keep the money and I’ll have to pay it off my self since the store did it as a trade in and not putting it against my old loan. I guess I’ll take it 3% back at least in my Apple Card since I’m paying the loan down.

Did they provide you with an additional credit to cover the difference between trade in and loan? Let us know once it actually hits your card. I haven’t seen anything yet but likely due to CC refund timing.