iPhone Upgrade Program- Citizens One Loan

I have the iPhone Upgrade Program and decided to upgrade my iPhone 7 to the X. Well, I ordered the X online to pick up in store and was told that my loan for the iPhone 7 will close since I turned the phone back into Apple and have a new loan for the X. Why am I still being charged for the previous phone that I turned in when that loan account was supposed to be closed? I am being charged for my X and also the 7 which I no longer have. This has been very frustrating as I called Citizens One and then they told me to contact Apple and then Apple told me to contact the store where I bought it. I spoke to the manager and he said he has to investigate more and it's not a fast process. This is so ridiculous.