Citizen Ones Loan never paid off my last iPhone loan after upgrading?

I since used Citizens One Loan last year to get the iPhone XR in March 2019. I've upgrade to the iPhone 11 Pro in March 2020. For some reason they are still charging me for the iPhone XR even though the trade-in is completed. I've read the terms and condition on the website and it states "Termination of Original Installment Loan After Exercising Upgrade Option. Upon successfully exercising your Upgrade Option and completing your first installment payment on your New Installment Loan as outlined above, Apple will pay any remaining balance due under your original Installment Loan on your behalf to Bank, and Bank will consider your original Installment Loan to be paid in full. Subsequent monthly payments will be made under the terms of your New Installment Loan, subject to the conditions of “Return of New, Upgraded iPhone After Exercising Upgrade Option,” as set forth below.” This is the 2nd month they’ve charged me since I’ve upgraded.

I had the iPhone XR for 12 months and the phone is in condition was good. I even tried calling Citizen Ones but they keep giving me the run around just like Apple support.

Anyone with this problem that has a solution? Here is the number I’ve used to contact Citizen Ones Loan 888-201-6306.