iPhone Upgrade Program Look Up Tool Not Accurate

I have been on the phone with Apple Support since I could not preorder my iPhone 7 on the 6th. I was told that I may have swapped my device after I signed up, which is not true, I have the original box, receipt, iPhone. On the 13th I was told i would be contacted within 72 hours with a possible resolution, never heard from Apple. I just hung on Apple Support again as one of their 'support specialists' told me it was a Citizen's One issue, that I may have paid off my loan which I have not. That Citizen's One never registered my phone as they charge me every month, and I have statements of the loan. How does a bank have control over serial number of a Apple Device. SO MAD AT APPLE!! As we all sit here on launch day and this issue is not resolved!!!

As I mentioned earlier, apple's dedicated team was helpful as they were able to reserve a phone for me for September 26. However, by chance I checked this morning and the model I was looking for was available in one of the stores, so I reserved it and got it in the store. It looks like they replenish their inventory every night and things look better now.

Did you have this same "you're not enrolled" message though? There is no dedicated team to help with this issue, just to aid in those who didn't have stock available when preordering

I am still in this same situation and am just about to give up and keep my 6S for another year. This is horribly embarrassing for Apple to just lose a person's information and have no solution a week later. I remember being concerned about them not taking any personal info from me last year during the sign up process, nor at the store except for the billing info for Citizens, and apparently they are now seeing the consequences of that procedure. The last time I called support I was told there was nothing more they could do for me because there is no record of my phone ever being purchased through the Upgrade Program. They have told me to go to the Apple store or continue support through Citizens (which makes no sense to me). The Apple store is an hour away from my house; going to try to make a visit this week and hopefully I'll get a resolution in person.

Just left the Apple Store. Here's what I discovered...

When I originally purchased my iPhone 6S+ the specialist never actually signed me up for the iPhone Upgrade Program, they enrolled in the iPhone Installment Program (this was the first time I and the folks at the Apple Store had ever heard of this 😐). With the iPhone Installment Program, you pay the phone off over two years and you have zero options for upgrade.

That was it. There was nothing they could/would do to fix it. If I want to upgrade to the iPhone 7, I'd have to pay off the remaining balance of the phone. Even with the option of trading in the phone, I'd be left with $150 I'd have to pay.

I'm incredibly disappointed with Apple right now and it's ruined the iPhone 7 experience for me. I'm going to wait for next year and simply buy the phone outright. The iPhone Upgrade Program has been a total joke thus far.