Citizen's One Loan support?

Anyone have trouble with Citizens One support?

I had a simple issue, where before purchasing my last iPhone with Apple directly, I saw a post on their FAQ site that said they report the loan to the credit agencies unlike my mobile carrier. So I bought from apple direct. When nothing showed up on my credit (11 months now) I tried to contact them. The website says to call support, support tells you to go to the website, and none of them provided any answers. When I finally got the right combination of options in the nested phone tree to reach a human, that human had a tight script that said, "We reserve the right to report to the agencies" thats all they could say. My request seemed simple to me - can you please do the thing your website says you do.

Now after multiple emails from do-not-reply addresses saying to call support, and support having a 1 sentence script if you can actually reach them. I am concerned. What if my loan goes wrong and they charge the wrong amount or some more complex problem. How would I ever reach a human, and if I did are they able to do anything to help?

I am pretty surprised that Apple has partnered with this company, as the brands are now entangled. Not sure I'll buy another iPhone from apple directly and pay for AppleCare because I have no idea if I would ever be able to get support for simple things. With my carrier, I know they will answer a support case.