Citizens one loan is continuing to hold me responsible for an iphone loan that technically is fraudulent. In July 2019, i ordered a new iphone online and mailed back the old one when i got the new one. at the time i was under the impression that i was doing the standard yearly upgrade, as i had been a part of the iphone upgrade program for many years and hadn’t encountered any issues. about 3-4 months after receiving the new iphone and making payments on it, i logged into my old email account (i had changed my email address to reflect my married name) to see citizens one STILL HAVE MY OLD LOAN OPEN and DELINQUENT?! this had never happened before when i’ve done iphone upgrades. after countless hours on hold, and being transferred between different citizens one employees, many times over a span of SEVERAL WEEKS, they ultimately told me that it was impossible for them to help even though apple had confirmed the iphone in question had been returned in good condition, as agreed upon in the upgrade program. it is eventually revealed that citizens one had changed the terms of my upgrade program/loan, opting me OUT of the traditional iphone upgrade program and starting a separate loan in my name WITHOUT my consent, without informing me that was even POSSIBLE. the upgrade was done through Apple’s official website where there is no option given to opt into any loan other than the upgrade program i was already part of. as my payments are made automatically and billing is done electronically, i had never seen this on my account, and nobody reached out to inform me that the original iphone loan was still open and active. after many many many hours on the phone with several citizens one and apple employees, i eventually gave up. i’m sure it will eventually hit my credit score, but i don’t have enough time in my life to re-explain the entire ordeal every time i get transferred between employees (they don’t take notes of anything when you call), and i don’t have infinite hours to spend on hold, only to be told every time to “try calling back in a few days” or that nothing can be done. they never offered a solution of any kind or apologized for starting a fraudulent loan account without my consent. they told me that it was my fault because it had already been 3 months since the phone was sent back to apple, that was “too long ago” for them to be able to help me. Citizens One are claiming that i am responsible for the outstanding loan balance of $712.28 even though i had apple management confirm that the phone was returned as the UPGRADE PROGRAM required- mind you this was confirmed during a 3-way call, with citizens one and apple employees both on the line with me. this is fraud. i NEVER would have consented to opting out of the iphone upgrade program and into a shady deal with citizens one. User's recommendation: do not do business with citizens one.