iPhone Upgrade Program 13th Payment Fiasco

Discussion in 'iPhone' started by atkpitt12, Sep 19, 2016.

  1. atkpitt12 macrumors newbie

    atkpitt12

    Joined:
    Jun 1, 2015
    Location:
    Pittsburgh PA
    #1
    Figured that this situation might happen to a few other people but I wanted to express my displeasure with the iPhone Upgrade program and Apple's partner Citizen's Loan. I upgraded my 6s on Friday that I bought last year as part of the upgrade program. Because I bought the phone October 18th of 2015 I still owed one final payment of $36.58 which I paid in store. Upon making this payment the Apple Store employee told me that my old loan with Citizens for the 6S was complete and I didn't have anything to worry about. I come to find today that Citizens still auto debited my bank account, essentially making a 13th payment on the loan. I called Citizens and they put the blame on the Apple Store employee for not telling me that this would happen. To make matters worse Citizens One also claim that they have a no refund policy meaning I'm out of luck with the extra $36.58 made. Citizens One said to call Apple to try to get my money back. I spent multiple hours on hold trying to get someone from Apple's 1-800 support to give me feedback or help and no one has a clue. No one will take the blame and no one will admit fault. Essentially leaving me very dissatisfied and feeling rather cheated. Pretty laughable situation for everyone but the consumer.
     
  2. boredoftheworld macrumors 6502

    boredoftheworld

    Joined:
    Sep 7, 2007
    Location:
    Charleston, SC
    #2
    A "no refund policy"? Wow, I think I'll start a "I don't pay bills anymore policy" and see how that works out. If you need me, I'll be in a van... down by the river.
     
  3. edlex macrumors 68000

    edlex

    Joined:
    Apr 14, 2010
    Location:
    Miami
    #3
    Email Tim Cook. You'll get a response from the executive team.
     
  4. LaidBack macrumors member

    LaidBack

    Joined:
    Apr 6, 2011
    Location:
    Mississippi
    #4
    @atkpitt12
    Any luck getting a refund for the 13th payment.
    Why wasn't the 6s loan cancelled when it was traded in?
     
  5. phixionalninja macrumors regular

    Joined:
    Jun 23, 2010
    #5
    I'm curious, on your receipt, do you have entries like this? Hopefully you can get it resolved, that sounds really frustrating. Screenshot 2016-09-30 16.31.35.png
     
  6. gaymerraver macrumors member

    gaymerraver

    Joined:
    Sep 14, 2016
    Location:
    Essex/London
    #6
    If you did it by credit card issue a chargeback
     
  7. Mr. Zarniwoop macrumors demi-god

    Mr. Zarniwoop

    Joined:
    Jun 9, 2005
    #7
    I got this email yesterday before I picked up my phone from the upgrade program this morning. I bolded the part that this thread cares about.

     
  8. iPunkin macrumors newbie

    Joined:
    Dec 26, 2012
    #8
    Did that credit ever show up for you? It hasn't for me..
     
  9. JulesJam Suspended

    JulesJam

    Joined:
    Sep 20, 2014
    #9
    Did you get a senior advisor on the phone? The senior advisor can give you a refund or at least give you that amount as an Apple gift card.
     
  10. Thor_1 macrumors 6502a

    Joined:
    Sep 18, 2016
    Location:
    Texas
    #10
    I never allow anyone to auto debit any of my accounts because of issues like this.
     
  11. newellj macrumors 603

    Joined:
    Oct 15, 2014
    Location:
    Boston, MA, US
    #11
    Someone will correct me if I'm wrong, but when I looked into the IUP earlier this year I think autopay was the only option with the Citizens loan.
     
  12. Newtons Apple, Nov 19, 2016
    Last edited: Nov 19, 2016

    Newtons Apple macrumors Core

    Newtons Apple

    Joined:
    Mar 12, 2014
    Location:
    Jacksonville, Florida
    #12
    They required access to your bank account. It is why I would never use them. In the world of credit, companies like Citizens are considered rather low life for sure.
     
  13. 576316 macrumors 601

    Joined:
    May 19, 2011
    #13
    I second this. There's a whole team of customer service reps with executive powers who take Tim email's from consumers. They can get far more done than anyone in an Apple Store or on phone support.
     
  14. Thor_1 macrumors 6502a

    Joined:
    Sep 18, 2016
    Location:
    Texas
    #14
    100% agree. A phone is not worth that hassle. There are better deals through carriers. A flip phone would be better than having someone with direct access to pull payments.
     
  15. bniu macrumors 6502a

    Joined:
    Mar 21, 2010
    #15
    Buy Sim-Free and don't have to deal with any of this...
     
  16. newellj macrumors 603

    Joined:
    Oct 15, 2014
    Location:
    Boston, MA, US
    #16
    In that case, though, you're not going to be able to buy through the IUP. If you want to upgrade every year, the difference is basically whether you sell the phone yourself and pocket the cash or hand it back to Apple and cancel the loan.
     
  17. JulesJam, Nov 19, 2016
    Last edited: Nov 20, 2016

    JulesJam Suspended

    JulesJam

    Joined:
    Sep 20, 2014
    #17
    We have run the numbers here a few times. If you want AC+ and are going to upgrade every year, the AiUP ends up being almost the same as buying full retail and selling but the benefit is that with the AiUP, you don't have to go through the hassle/risk of selling a phone.
     
  18. bniu macrumors 6502a

    Joined:
    Mar 21, 2010
    #18
    I've got plenty of relatives to pass my year old souped up maxed out specs devices to. Virtually every phone my sister has ever had was at one point my phone. Since I blow through new technology so fast and she doesn't require so much power, it works out great for us.
     
  19. newellj macrumors 603

    Joined:
    Oct 15, 2014
    Location:
    Boston, MA, US
    #19
    Sure, but most people are not in that position and do need to sell or otherwise monetize the value in their used iPhone.
    --- Post Merged, Nov 20, 2016 ---
    Ends up not being? I am guessing you mean does end up being? AC+ is definitely a variable, and I agree that selling a phone can be at least a hassle and, depending on how you sell it, can be a risk. I used to sell on eBay - no more. Now I sell them on CL, but that means dealing with tire-kickers, low-ballers and other hassles. Since I don't buy AC+, and until Apple shows that they can manage the IUP program better than they did this year, I'll buy outright and sell myself. I would like to see that change, though.
     
  20. JulesJam Suspended

    JulesJam

    Joined:
    Sep 20, 2014
    #20
    Yes, not sure how that not got in there.
     
  21. newellj macrumors 603

    Joined:
    Oct 15, 2014
    Location:
    Boston, MA, US
    #21
    Big LOL (as in, that's never happened to ME! - :) )
     
  22. iPunkin macrumors newbie

    Joined:
    Dec 26, 2012
    #22
    FYI, Finally got the credit back this AM. Not sure if it was automatic or if it was manually processed by someone at Apple / CitizenOne in response to my email to Tim.
     
  23. James.K.Polk macrumors 6502a

    James.K.Polk

    Joined:
    Aug 31, 2015
    #23
    I don't intend to email Tim Cook or his team, but I'm still waiting (on Day 5) for my refund of my initial $90+ payment towards the IUP, which I returned when I got the phone from Verizon Wireless instead. Hopefully it comes soon.
     

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