Anyone else have Citizens One listing two phone loans instead of their new phone updating their old loan? I am pretty sure I just upgraded my old phone
![Screen Shot 2018-10-01 at 10.56.47 AM.png]( "Screen Shot 2018-10-01 at 10.56.47 AM.png")
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Other iUP Program- Citizens One Issue
- Thread starter FrankySavvy
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How it works is the old loan stays open until apple receives your old phone... Then they will close the old loan... Anytime you upgrade, you are actually opening a new loan.
Like said above, even when you upgrade it is a new loan. The old one will be closed when they receive the phone and clear it.
Same thing happened to me. Apple had no record of me being on the IUP. Even with me having a loan through CO and being able to upgrade on 9/14. Fought with Apple for a week and they kept telling me to talk with CO. They were never going to send me the box to return it, so I just paid the GD thing off. I hate Apple right now.
You are right, Citizen One does not close out your old loan until your phone has been returned. However, this has caused me another issue. When I got my Max Apple charge me or the last (12th) payment on my IUP loan. Today Citizen One also charged me for a monthly payment (13th payment). My old X is currently en route to be returned to Apple (arriving today). Hopefully this will sort itself out and citizen one will credit me for the extra month.
I'm going through a similar issue! Doesn't help that I did a exchange (same return process), so right now I have THREE charges, monthly payment for X, Xs Max (returned\exchanged), and new Xs Max!
I anticipated this being an issue (that I would get charged a 13th payment). So I went online to delete my card on file from citizens one so they wouldn’t charge me. Well they removed the change/delete payment option, which was there before I upgraded. I figured that it just meant that the loan was closed and I was good to go.
Checked my bank account today and there’s a charge for my old X that I’ve already returned. I’m going to give it a few days, and hope there is a credit back, but I bet I’ll have to call.
Crazy! Everyone I spoke with claimed that the old loan (X) was on HOLD until they received the phone. Maybe I misunderstood, but when they said on "hold", I took it to mean, no charges would happen for the old phone as long as it was shipped by 10/8.
I don't recall what happened with the 7+ to X upgrade, but I'm anticipating getting a refund!!
I don't recall what happened with the 7+ to X upgrade, but I'm anticipating getting a refund!!
I think part of the problem is that the 12th payment was made to Apple as part of my Xs Max purchase. I bet they don't recognize that payment to Citizen One until Apple registers the phone as successfully returned and accepted.
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For the 7+ to X upgrade I had already made 12 payments and satisfied my contract by the time the X came out (since the X came out late). I don't think Apple charged me for an "early upgrade payment" as part of my X purchase.
Alright I just called Citizens One, because it was bothering me too much to wait. The person on the phone said that I should wait two weeks. She said that it’s up to Apple to decide whether or not a refund is given, but that it will come through to my bank from Citizens one. Very odd. She said to call Apple in two weeks if I haven’t gotten a refund. The phone number she gave was just Apple’s generic support number. Lastly, she said if Apple says to call citizens one then to request a 3 way phone call to figure it out. Not too helpful, but I’m saving all the paper, email, and bank statements associated with this.
That sounds exactly like all of my phone calls. Just take it to an Apple Store. That will be the only solution that will work.
I have this too. My guess is that the old loan will close out and there’ll be an overpayment and there’ll be a credit. Still you’d think that they’d think of this. They can move milljions of phones around and have total logistics superiority but a simple upgrade program falls thru the cracks a bit (many customers have same exact situation since launch dates etc are common for day one customers...
My X was received last night by Apple and I received an email from them that my IUP upgrade is complete and the associated loan is closed. The loan is still open on Citizen One, but hopefully it will close out in the next couple of days. I’ll report back to whether I get a refund for that unnecessary 13th payment.
Hopefully what Citizen One was trying to say is it is up to Apple to decide whether a refund is given based on the condition of the iPhone being returned. If the iPhone is damaged you have to pay for the repairs before the loan is closed. Also if they don’t receive the iPhone within two weeks of getting your new iPhone, the loan stays open and you have to pay off the balance.
Hi! My account shows the credit balance and has done so since the beginning of October. I’ve called them several times, and they agree I’m owed money. Originally they told me I would be refunded the money in 7-10 business day. Then, for whatever reason, 14-20 days. Then weeks later they told they are too busy to process my refund, (backed up) and could no longer give me a date on when this refund would be issued. Did you get your refund already?
You can take your IUP trade-in to any store and close it out. I purchased a new phone and picked it up in the store. I did not leave the old one in the store. I did try and request a box, but they could never seem to send it.
After 2 weeks I returned to a different store, turned in the phone. In and out in 5 minutes.
If you want more information call a store. DONT CALL APPLE DIRECT.
Their call centers and corporate support are poorly informed and will spout off gibberish.
It seems only a store is up to date.
I just paid off my Iphone X (happily) I got a notification that my loan is complete. It shows a zero balance. There isn't any reason to keep this bookmarked anymore is it?