Other iUP return/trade in kit issue

[Chele]

Hi there! I couldn't find anyone else with this issue so I made a new thread. I pre-ordered the XS Max a few weeks ago with iUP with the intention of trading in my current phone. I received the phone and the trade in kit. I ended up having to return the Max because the screen and my eyes did not agree. So I never sent in the trade in kit because I had no phone to trade in. I received my money back and got an email saying that my loan was closed.

Fast forward to today...I've now decided that I want to pre-order the XR. When I go to try to set everything up for tomorrow morning, it says that my iPhone upgrade is pending. I'm assuming that it has something to do with the other trade in kit. How do I resolve this? It looks like I can't do the iUP with that not being taken care of.

I did call Apple and the rep told me that I should have set the trade in kit back, even without a phone. She said that would have triggered the ending of that transaction. No one ever told me that. I received emails from Apple telling me that I had until October 8th to return my phone (the old one) but I didn't since I returned the new phone. I didn't get to resolve my issue with the rep because she wants me to mail back the empty box. Which basically means that I won't be able to pre-order the new phone tonight because this whole trade in kit thing won't be resolved. I'm going to try to call Apple back when I'm not at work and have more time. But can anyone else give me any insight? What did I do wrong?

 

[Apple_Robert]

If I am not mistaken, your loan agreement is with Citizens Bank. In my opinion, you should contact them asap.

 

[Chele]

If I am not mistaken, your loan agreement is with Citizens Bank. In my opinion, you should contact them asap.

The loan has been closed though. The Max one. When I log on to my account, it says closed and that I don't owe anything. Plus, I closed Citizens a week ago about the old phone payments resuming and they told me that Apple has to release it and then I'll start getting charged for it. There's nothing that they can do.

 

[Apple_Robert]

The loan has been closed though. The Max one. When I log on to my account, it says closed and that I don't owe anything. Plus, I closed Citizens a week ago about the old phone payments resuming and they told me that Apple has to release it and then I'll start getting charged for it. There's nothing that they can do.

With that being the case, did you speak to someone in the IUP department with Apple when you called previously?

 

[Chele]

With that being the case, did you speak to someone in the IUP department with Apple when you called previously?

I'm not sure. I told the automated system that I had a IUP problem and they connected me with someone. She didn't identify herself with a certain department though. How do I know for sure that I'm speaking with someone with IUP?

 

[Apple_Robert]

I'm not sure. I told the automated system that I had a IUP problem and they connected me with someone. She didn't identify herself with a certain department though. How do I know for sure that I'm speaking with someone with IUP?

Call back and when you get to a live person, tell him or her you need to speak with someone who deals with IUP problems and can close your IUP case so that you can pre-order.

 

[Chele]

Call back and when you get to a live person, tell him or her you need to speak with someone who deals with IUP problems and can close your IUP case so that you can pre-order.

Okay, thank you! I'm going to try that after work.

 

[jtrue28]

XR won’t sell out, I wouldn’t worry too much about pre-ordering.

 

[Shadowbech]

While you try to take care of this issue and if you can afford to pay it in full for now, I'd do that and once you get this resolved and still within the 14 day return period, go back to the apple store and see you can return that device and put that same device on IUP. I know this is doable, it just depends on who you get and know what they are doing.

 

[roncron]

I was in your exact situation 2 weeks ago (except I returned my Max because of connectivity problems, intending to buy another one in a few weeks).

I was getting the “iPhone upgrade pending” like you even though the loan on the returned Max was closed.

Here’s what worked for me: I called Apple and explained the situation and explained that I wanted to upgrade using the IUP but couldn’t due to the “pending” message. The Apple rep said that this was happening because the trade-in never got canceled (even though I returned the Max and it’s loan was closed). She went into the system and was able to cancel the trade in. She said it might take up to 24 hours for it to show on my account, but it only took 15 minutes after I got off the phone with her: my upgrade was no longer “pending,” I was eligible to upgrade my X.

I suggest calling Apple, explain your situation, and ask the rep to cancel your trade in. In the event your rep doesn’t understand, say thank you and call again to get a different rep.

You absolutely don’t need to mail in the empty trade in box.

Good luck!

Hi there! I couldn't find anyone else with this issue so I made a new thread. I pre-ordered the XS Max a few weeks ago with iUP with the intention of trading in my current phone. I received the phone and the trade in kit. I ended up having to return the Max because the screen and my eyes did not agree. So I never sent in the trade in kit because I had no phone to trade in. I received my money back and got an email saying that my loan was closed.

Fast forward to today...I've now decided that I want to pre-order the XR. When I go to try to set everything up for tomorrow morning, it says that my iPhone upgrade is pending. I'm assuming that it has something to do with the other trade in kit. How do I resolve this? It looks like I can't do the iUP with that not being taken care of.

I did call Apple and the rep told me that I should have set the trade in kit back, even without a phone. She said that would have triggered the ending of that transaction. No one ever told me that. I received emails from Apple telling me that I had until October 8th to return my phone (the old one) but I didn't since I returned the new phone. I didn't get to resolve my issue with the rep because she wants me to mail back the empty box. Which basically means that I won't be able to pre-order the new phone tonight because this whole trade in kit thing won't be resolved. I'm going to try to call Apple back when I'm not at work and have more time. But can anyone else give me any insight? What did I do wrong?

 

[mrvirginia]

I was in your exact situation 2 weeks ago (except I returned my Max because of connectivity problems, intending to buy another one in a few weeks).

I was getting the “iPhone upgrade pending” like you even though the loan on the returned Max was closed.

Here’s what worked for me: I called Apple and explained the situation and explained that I wanted to upgrade using the IUP but couldn’t due to the “pending” message. The Apple rep said that this was happening because the trade-in never got canceled (even though I returned the Max and it’s loan was closed). She went into the system and was able to cancel the trade in. She said it might take up to 24 hours for it to show on my account, but it only took 15 minutes after I got off the phone with her: my upgrade was no longer “pending,” I was eligible to upgrade my X.

I suggest calling Apple, explain your situation, and ask the rep to cancel your trade in. In the event your rep doesn’t understand, say thank you and call again to get a different rep.

You absolutely don’t need to mail in the empty trade in box.

Good luck!

This solution, by roncron, is correct. Another user posted the same problem about a week ago. You just need to ask them to cancel the trade-in order on your account.

 

[Chele]

Okay...I finally got someone who knew what I was talking about! I was able to get the trade in canceled! However, the rep told me that it would be 7 days before I could upgrade again. !!! I don’t know how true that is, I hope it’s not! I asked her if she was sure and she supposedly asking her supervisor and was told the same thing. She seemed to know what she was talking about. I dont know. I can’t test it now though because the store is down.

 

[mrvirginia]

Okay...I finally got someone who knew what I was talking about! I was able to get the trade in canceled! However, the rep told me that it would be 7 days before I could upgrade again. !!! I don’t know how true that is, I hope it’s not! I asked her if she was sure and she supposedly asking her supervisor and was told the same thing. She seemed to know what she was talking about. I dont know. I can’t test it now though because the store is down.

If they did what they were supposed to, when the store comes up you should be able to pre-order. When I had my trade-in canceled over the phone, I was able to check while still on the phone. I didn't even have to wait 15min like roncron did.

 

[Chele]

If they did what they were supposed to, when the store comes up you should be able to pre-order. When I had my trade-in canceled over the phone, I was able to check while still on the phone. I didn't even have to wait 15min like roncron did.

Hmm. Well, I guess that it wasn’t done right. I did get an email confirming that it was canceled. But when I went to check the eligibility status, it still said pending. Even like 20 minutes after. Oh well.

 

[mrvirginia]

Hmm. Well, I guess that it wasn’t done right. I did get an email confirming that it was canceled. But when I went to check the eligibility status, it still said pending. Even like 20 minutes after. Oh well.

That's odd bc the email is indeed a confirmation that it's cleared from their system. Hopefully it's just a glitch that will fix itself before pre-orders open.

 

[Chele]

That's odd bc the email is indeed a confirmation that's it's cleared from their system. Hopefully it's just a glitch that will fix itself before pre-orders open.

You both were right! I was able to pre-order my XR this morning! I didn’t set my alarm for super early but it didn’t matter since most of them aren’t sold out. I’m excited though! I hope that this one agrees with me more. Thank you guys again! I may not have checked it without this because I would have believed the 7 days.

 

[mrvirginia]

You both were right! I was able to pre-order my XR this morning! I didn’t set my alarm for super early but it didn’t matter since most of them aren’t sold out. I’m excited though! I hope that this one agrees with me more. Thank you guys again! I may not have checked it without this because I would have believed the 7 days.

No problem. Glad it all worked out and you were able to pre-order. Enjoy your new phone