Other iUP Program- Citizens One Issue

FrankySavvy

macrumors 65816
Original poster
Mar 4, 2010
1,376
409
Long Island, NY
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
 

Armendegga

macrumors 6502
Mar 18, 2009
307
205
Valdosta, GA
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.
 

Lobwedgephil

macrumors 601
Apr 7, 2012
4,996
3,634
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.
 

jtrue28

macrumors 6502a
Apr 10, 2015
778
354
Lexington, KY
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.
 

eneisch

macrumors 6502a
Jul 11, 2008
649
112
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.
 

dstew201

macrumors 6502
Jan 6, 2016
470
296
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!
 

Jmodug

macrumors newbie
Sep 13, 2018
2
0
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.
 

dstew201

macrumors 6502
Jan 6, 2016
470
296
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!!
 

eneisch

macrumors 6502a
Jul 11, 2008
649
112
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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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!!
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.
 

Jmodug

macrumors newbie
Sep 13, 2018
2
0
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.
 

jtrue28

macrumors 6502a
Apr 10, 2015
778
354
Lexington, KY
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.
 

Jeff3f

macrumors member
Nov 12, 2010
77
6
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...
 

eneisch

macrumors 6502a
Jul 11, 2008
649
112
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.
 

eneisch

macrumors 6502a
Jul 11, 2008
649
112
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.
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.
 

eneisch

macrumors 6502a
Jul 11, 2008
649
112
FYI...My IUP Citizens One Loan for the returned phone shows a credit balance now in the amount to the 13th payment. Not sure if they will refund my CC or apply credit to my next XS Max payment, but least they've acknowledged the extra payment.
 

Shadowbech

macrumors 603
Oct 18, 2011
5,335
1,447
Apple iPhone World
FYI...My IUP Citizens One Loan for the returned phone shows a credit balance now in the amount to the 13th payment. Not sure if they will refund my CC or apply credit to my next XS Max payment, but least they've acknowledged the extra payment.
They will refund your CC. since it's a completely different loan.
 

AppleKash

macrumors 6502
Jun 27, 2009
283
33
South Texas
FYI...My IUP Citizens One Loan for the returned phone shows a credit balance now in the amount to the 13th payment. Not sure if they will refund my CC or apply credit to my next XS Max payment, but least they've acknowledged the extra payment.
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?
 

eneisch

macrumors 6502a
Jul 11, 2008
649
112
This thread was from 2018 when I was returning my X after getting the Xs Max. They did refund the extra payment to my credit card. I believe it took a couple of weeks for the credit to show on my card.
 

ZipZap

macrumors 603
Dec 14, 2007
5,489
906
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 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.
 

anitak1982

macrumors 6502
Nov 10, 2017
445
196
West Central Ohio
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?
 
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