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Citizens One Phone Call, LOL

H

Harthag

macrumors 68000
Original poster
Jun 20, 2009
1,976
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U.S.
So I tried the Apple Upgrade Program for the first time this year with the iPhone 7, out of curiosity. I usually buy my phones outright but didn't with the 7. I called Citizens One support today to pay off the entire loan for the phone because I don't want to deal with the Program nightmares next year for the next phone that so many dealt with this year.

The rep was such a douche. My question was simply, "I am calling today to pay off my entire balance, can you assist me?" I had to repeat my question 3 times. He had an attitude and tried to convince me to not pay off the phone. He told me by doing so I'd forfeit AppleCare+ and also that I'd be losing money if I want to upgrade next year. I told him no way is that possible (AC+) and that I'd like to pay off the phone please. Maybe he meant I'm losing money because I paid for AC+ for 2 years and if I upgrade I lose the extra year. He didn't say, but I'm willing to give some benefit of doubt on this.

He then goes off on me and says "well why did you use IUP in the first place if you just want to pay off the entire balance?" "It makes no sense to do this, you know you can just trade in the phone when you upgrade, right?" "Why do you want to just pay it off if you're going to upgrade anyway?" Again I told him dude please just let me pay off the balance and let's get on with the day. Finally he processed it.

So yeah, that was fun. I'm never using Citizens One again that's for sure!
 
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Subwaymac

Subwaymac

macrumors regular
Apr 1, 2009
201
76
Illinois
Well the more people using that service the better. It's a rip off to finance a phone anyhow.

People will pay whatever it takes to get a smartphone as everyone's addicted
 
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H

Harthag

macrumors 68000
Original poster
Jun 20, 2009
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Mlrollin91 said:
I mean he does have a point. Why did you use Citizens One if you planned on paying it off? You took a hard credit hit for nothing.
Click to expand...
Hard credit hit doesn't bother me. I didn't realize when I ordered what problems people were having with their upgrades. The next morning I realized I should've just paid full price, but didn't want to lose the phone reservation so just kept it. Lesson learned I guess.

Even so, there's no need for this guy to give me ridiculous attitude.
 
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Knowlege Bomb

Knowlege Bomb

macrumors G4
Feb 14, 2008
10,270
8,949
US
I can see both sides on this one. He was trying to make his point but did it in entirely the wrong way. If you can afford to purchase the phone outright there is absolutely no benefit to the IUP.
 
Mlrollin91

Mlrollin91

macrumors G5
Nov 20, 2008
14,160
10,168
jlp2979 said:
Hard credit hit doesn't bother me. I didn't realize when I ordered what problems people were having with their upgrades. The next morning I realized I should've just paid full price, but didn't want to lose the phone reservation so just kept it. Lesson learned I guess.

Even so, there's no need for this guy to give me ridiculous attitude.
Click to expand...

True, the representative didn't need to act like that. But, what problems exactly? Everyone in my family upgraded this year from last year without any issues. Got day 1 launch phones right off the bat.
 
H

Harthag

macrumors 68000
Original poster
Jun 20, 2009
1,976
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Mlrollin91 said:
True, the representative didn't need to act like that. But, what problems exactly? Everyone in my family upgraded this year from last year without any issues. Got day 1 launch phones right off the bat.
Click to expand...

People had a lot of issues reserving a phone via upgrade through the IUP this year. There were threads about it here back when pre-orders went live.
 
Mlrollin91

Mlrollin91

macrumors G5
Nov 20, 2008
14,160
10,168
jlp2979 said:
People had a lot of issues reserving a phone via upgrade through the IUP this year. There were threads about it here back when pre-orders went live.
Click to expand...

That was because of an Apple issue, that they remedied fairly quickly, and I am willing to bet they have learned their lesson for future years.
 
H

Harthag

macrumors 68000
Original poster
Jun 20, 2009
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Mlrollin91 said:
That was because of an Apple issue, that they remedied fairly quickly, and I am willing to bet they have learned their lesson for future years.
Click to expand...
Hopefully. I get what you're saying, IUP was probably dumb for me to try, I was just curious and changed my mind after the fact and wanted to just pay it off. Like I said lesson learned.
 
4

44267547

Cancelled
Jul 12, 2016
37,642
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jlp2979 said:
So I tried the Apple Upgrade Program for the first time this year with the iPhone 7, out of curiosity. I usually buy my phones outright but didn't with the 7. I called Citizens One support today to pay off the entire loan for the phone because I don't want to deal with the Program nightmares next year for the next phone that so many dealt with this year.

The rep was such a douche. My question was simply, "I am calling today to pay off my entire balance, can you assist me?" I had to repeat my question 3 times. He had an attitude and tried to convince me to not pay off the phone. He told me by doing so I'd forfeit AppleCare+ and also that I'd be losing money if I want to upgrade next year. I told him no way is that possible (AC+) and that I'd like to pay off the phone please. Maybe he meant I'm losing money because I paid for AC+ for 2 years and if I upgrade I lose the extra year. He didn't say, but I'm willing to give some benefit of doubt on this.

He then goes off on me and says "well why did you use IUP in the first place if you just want to pay off the entire balance?" "It makes no sense to do this, you know you can just trade in the phone when you upgrade, right?" "Why do you want to just pay it off if you're going to upgrade anyway?" Again I told him dude please just let me pay off the balance and let's get on with the day. Finally he processed it.

So yeah, that was fun. I'm never using Citizens One again that's for sure!
Click to expand...

No matter what the representative was trying to convince you of, if he got snarky with you, I don't even bother arguing with him, get me your supervisor and file a complaint. He will likely treat other customers the same way. And most times, the conversations are recorded for reasons such as this. I have zero tolerance for customer service representatives who push the customer around.
 
lordofthereef

lordofthereef

macrumors G5
Nov 29, 2011
13,161
3,721
Boston, MA
It's a shame that a single rep can get a person to never use a company or service again. I mean, I understand, but at the same time I think sometimes we forget companies employ other humans. And as humans, there are idiots among them.

I don't use thebuograde plan nor do I do any business with this creditor, but this just seems strange to me.

The most recent terrible experience I had with CS was Verizon fios. The rep told me I was lying to try and get a discount (despite the web page screen shot being in front of me). I simply asked to speak to a manager and explained my issue. I got the discount. And then an apology letter with a $150 visa gift card a few weeks later (which I wasn't expecting). The reason I say this all is because I think it's disingenuous to judge an entire company or program based on how one rep reacts to you.
 
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TWO2SEVEN

TWO2SEVEN

macrumors 68040
Jun 27, 2010
3,531
741
Plano, TX
Relentless Power said:
No matter what the representative was trying to convince you of, if he got snarky with you, I don't even bother arguing with him, get me your supervisor and file a complaint. He will likely treat other customers the same way. And most times, the conversations are recorded for reasons such as this. I have zero tolerance for customer service representatives who push the customer around.
Click to expand...

In general, the "supervisor" you talk to is just another low level rep. The complaints that people file usually don't even get recorded, at least that's how it was when I worked in a call center for a major bank. The call recording is more for any possible legal concerns than anything else.

For example, I was on a team of fifteen people. Our manager had no way to review more than a call or two from each person each month and he only did that because he was required to for his bonus. If some one asked to speak to a supervisor they were routed to a different call center and never spoke to my actual supervisor.
 
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timeconsumer

timeconsumer

macrumors 68020
Aug 1, 2008
2,132
2,169
Portland
jlp2979 said:
So I tried the Apple Upgrade Program for the first time this year with the iPhone 7, out of curiosity. I usually buy my phones outright but didn't with the 7. I called Citizens One support today to pay off the entire loan for the phone because I don't want to deal with the Program nightmares next year for the next phone that so many dealt with this year.

The rep was such a douche. My question was simply, "I am calling today to pay off my entire balance, can you assist me?" I had to repeat my question 3 times. He had an attitude and tried to convince me to not pay off the phone. He told me by doing so I'd forfeit AppleCare+ and also that I'd be losing money if I want to upgrade next year. I told him no way is that possible (AC+) and that I'd like to pay off the phone please. Maybe he meant I'm losing money because I paid for AC+ for 2 years and if I upgrade I lose the extra year. He didn't say, but I'm willing to give some benefit of doubt on this.

He then goes off on me and says "well why did you use IUP in the first place if you just want to pay off the entire balance?" "It makes no sense to do this, you know you can just trade in the phone when you upgrade, right?" "Why do you want to just pay it off if you're going to upgrade anyway?" Again I told him dude please just let me pay off the balance and let's get on with the day. Finally he processed it.

So yeah, that was fun. I'm never using Citizens One again that's for sure!
Click to expand...
While I don't agree with how the rep handled it, my guess is that if they keep you on the payment plan, you have a higher chance of trading the phone in the following year and going through their financing plan again. It's reasonable to inform the customer of the options and if the customer still wants to proceed with paying off the entire balance, then the rep should have processed it immediately. Had he done that, you would have been more likely to be a return customer in the future, if you wanted to finance the phone again. But instead you're not and you're sharing the story to others which leaves me with a negative opinion of this bank. Also, I don't understand why he wouldn't want you to pay it off, that's money that is owed to them, you'd think they'd be happy to take the full payment...

Subwaymac said:
Well the more people using that service the better. It's a rip off to finance a phone anyhow.

People will pay whatever it takes to get a smartphone as everyone's addicted
Click to expand...
Why is it a ripoff? You're either paying full price for the phone up front, or you're paying full price split across X amount of months. And the financing the OP is referring to is at 0% interest, so it's not like the OP is losing any money by paying over time as opposed to all upfront. That said, I would prefer to just pay off the phone purchase immediately as I dislike monthly payments.
 
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