iPhone Upgrade Program issues - created new loan instead of upgrade

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Level 1

6 points

iPhone Upgrade Program issues - created new loan instead of upgrade

I had 2 phones on the iPhone Upgrade Program. When I went to upgrade my eligible device through the IUP portal, it goes through the purchase process like always in the past. But now I got the new device and it opened up a 3rd loan without registering it as an upgrade to an existing one.

I talked to Apple and got bounced around to several different people, eventually ended up with CitizensOne, but they couldn't do anything so sent me back to Apple. I heard the only fix was to return the phone and re-attempt the purchase again. I did the EXACT same thing triple-checking that I was going through the IUP webpage upgrading the right device, and now I have a FOURTH loan without closing out the existing one.

What is going on here? There appears to be no resolution I can find, and no way to resolve this...

Does anyone else have this issue?

I've now done this twice

Posted on Aug 28, 2021 7:45 PM

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Answer 1

Dogcow-Moof

Level 8

36,851 points

Aug 28, 2021 8:02 PM in response to colemanm

The iPhone Upgrade program always creates a new loan with a new contract and new loan ID, and your old loan is cancelled when your trade-in is received, either in-store or when you send your phone back.

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.

iPhone Upgrade Program Terms and Conditions

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Answer 2

colemanm Author

Level 1

6 points

Aug 28, 2021 8:11 PM in response to Dogcow-Moof

My problem is that they never cancelled the existing one and have no trade-in kit on the way. Each one appears on their end to be a brand new line opened up... In years past the trade-in kit came right away - this time it never showed which tipped me off to a problem.

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Answer 3

colemanm Author

Level 1

6 points

Sep 17, 2021 1:37 PM in response to Stormy LC

I thought I had a solution finally through hours of discussions with Apple support on the phone. I thought they'd opened a case where I'd get a call-back, but it's now been 2 weeks with no follow up at all. Pretty disgraceful all around. Don't really care if it's Apple's or CitizensOne's fault — it's certainly not ours.

I suppose an Apple Store visit is the only way to force the issue and make someone push the problem through to a resolution. The phone support drives me absolutely insane having to explain the story to 11 different support people on the call each time you get forwarded between departments.

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Answer 4

Sep 17, 2021 1:16 PM in response to Dogcow-Moof

I have been using the annual iPhone upgrade program since it's inception (several years). This year I received the annual email asking if I wanted to get pre-approved. I completed all info and received a confirming email that I was pre-approved (to include financing via CitizensOne. As directed in the Apple email stating I could now complete my order on Friday (9/17/21 at 8am PCT, and all worked well until I clicked on PLACE ORDER, and nothing happens. I tried this for my wife's phone with the same result. I believe the issue is with the linkage of Apple's order taking software and the bank financing the upgrade program. Upgrade orders are being viewed as new orders, hence CitizensOne views the existing loan as never paid off, and is rejecting financing for the upgrade (new loan). It is a disgrace that the loyal Upgrade program customers, cannot place orders even though they went to the trouble of being pre-approved. I believe the best solution will be to schedule an appointment for 9/24/21 (must wait till 9/21/21 to schedule, as appointments are only scheduled 3 days out). Hopefully the store will have set aside the iPhone 13 for you to pickup.

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Answer 5

colemanm Author

Level 1

6 points

Sep 17, 2021 1:39 PM in response to Dogcow-Moof

I did this upgrade online the same exact way I'd done it for many years previously. It's extremely frustrating since something so simple to do through their preferred purchasing path on the IUP website generates an apparently-intractable problem for Apple Support to figure out. I'm guessing the store will be the only way for a human to be forced to work the problem with me.

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Answer 6

Dogcow-Moof

Level 8

36,851 points

Sep 17, 2021 6:56 PM in response to Stormy LC

For what it's worth, the same happened to me when I tried to upgrade via a Mac.

I finally had to upgrade via the Apple Store app on my phone to get the order to go through, and even then it was put on "hold" pending approval from Citizens One.

It finally reflected movement around 3:00 PM today.

There are always glitches on preorder day, but thankfully as stress-inducing as they've been they got resolved by mid-day.

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Answer 7

Dogcow-Moof

Level 8

36,851 points

Aug 29, 2021 1:32 PM in response to colemanm

Oooh, that is tricky.

I don't have a good answer for you; it sounds like your phone was processed as a new phone rather than as an upgrade.

Did you do it online or in a physical Apple Store?

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iPhone Upgrade Program issues - created new loan instead of upgrade

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