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Apple iPhone Upgrade Program Problem

Has anyone had a problem with Apple failing to cancel a Citizens One loan after an iPhone Upgrade Program phone has been returned - AND Apple has clearly stated in an email that the returned iPhone was in excellent condition, and that the associated loan would be canceled?

Since Citizens One required Apple to notify them of a loan cancellation, Citizens One will not cancel the loan on the returned phone until Apple sends them notification to do so.

Despite many hours spend on multiple calls, over many weeks, to senior Apple representatives, this situation is yet to be resolved. Apple clearly has a problem with their back-office process and has, to date, made it my problem as I am obligated to pay two Citizen One loans each month - one for the current phone (iPhone 12 PRO), and one for the returned phone (iPhone 11).

Kindly let me know if anyone else has experienced this problem and how it was finally resolved.

iPhone 12 Pro, iOS 14

Posted on Jan 26, 2021 7:31 AM

Top-ranking reply

Harp4me

Level 1

4 points

Posted on Mar 3, 2021 7:14 PM

Yes the same thing happen to me. They gave me $500 for returning my 11 but took it off the new loan for the 12 pro max. They cancelled the upgrade program too. Apple says talk to Citizen One. Citizen says talk to Apple. Neither will own up to the problem. Apple tried to explain that I am not paying full price for the new phone but it made no sense. I am still paying for a phone I don’t have! I cant believe in this day and age that it is too difficult for Apple to figure it out.

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Apple iPhone Upgrade Program Problem

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