Product: Debt collection

I am submitting this formal complaint to the Consumer Financial Protection Bureau ( CFPB ) regarding Solar Mosaic and their failure to process my hardship modification request in good faith. Below are the details of my complaint : Company Information : Solar Mosaic Timeline of Events : On XX/XX/year>, I contacted Solar Mosaic by phone to inform them of my difficulty in making payments and requesting alternative options for the short term. During this call, the representative suggested that I apply for a hardship modification to which I agreed. The representative suggested that the hardship modification may give me the short term reprieve to allow time to catch up with payments. 

Following this conversation, at XXXX AM on XX/XX/year>, I received an email from XXXX confirming my request for a hardship modification and requesting that I upload evidence of my hardship to include a hardship letter and XXXX months of bank statements. The info was to be uploaded to Mosaic via a secure web link which was provided in their email. 
I acquired the bank statements and hardship letter and compiled and uploaded the requested documents in XX/XX/year>. 
On or about XX/XX/year>, I contacted Solar Mosaic and spoke to a representative who confirmed receipt of my documents and furthermore stated that my request was under review. 

From XXXX through XX/XX/year>, I received multiple calls from representatives of both Solar Mosaic and XXXX XXXX. During these calls, I explained that I had submitted a hardship modification request to Solar Mosaic. 

The representatives from Solar Mosaic informed me that my application was received but still being reviewed, while the XXXX XXXX stated that they were the debt collectors for Solar Mosaic and would proceed to reach out to Solar Mosaic to confirm my hardship request. Both parties assured me that our conversations were being recorded and that they were also updating my account notes to reflect the pending hardship modification request and our contact. 

From XXXX through XX/XX/year>, I also subsequently received written communication from Solar Mosaic & XXXX XXXX regarding the past due amount of my loan, including threats of default and referral to a debt collector. While I proceeded to make some payments to Solar Mosaic during that period, I never received any written update or decision regarding the status of my hardship modification request which was submitted in XX/XX/year>. 

In XX/XX/year>, I received a notice from a credit monitoring service that my solar mosaic loan had been closed and possibly transferred to a debt collection agency, XXXX XXXX XXXX.I contacted Solar Mosaic who confirmed that the company had transferred my account to XXXX XXXX XXXX and they had no further response or update concerning my hardship modification request and referred me to XXXX  XXXX. 

Violations and Concerns : - Failure to Communicate : Solar Mosaic failed to provide a written response or update regarding the outcome of my hardship modification request. 
- Deceptive Business Practices : Promising to review my hardship request while subsequently transferring my account to a debt collector without notice constitutes misleading and deceptive business practices. 
- Lack of Transparency : Solar Mosaic did not provide any documentation or explanation for the transfer of my loan to XXXX XXXX XXXX. 
Emotional and Financial Impact : This mishandling has caused financial strain, emotional distress, and negatively impacted my credit score.

Requested Action : Conduct an investigation into Solar Mosaic 's handling of hardship modification requests and their failure to communicate decisions to customers.

Determine whether Solar Mosaic violated any Federal Trade Commission ( FTC ) regulations related to deceptive business practices.

Require Solar Mosaic to restore my account to good standing and process my hardship modification request as originally submitted. 

Ensure the removal of any negative credit reporting caused by this transfer to a debt collector. 

Promptly address this matter due to the urgency of the situation, as the debt collector is currently seeking full repayment. 

While I am not seeking financial compensation for emotional distress at this time, I reserve the right to pursue this and every other legally available option if the issue is not resolved swiftly & amicably. 

Thank you for your prompt attention to this urgent matter.