Consumer complaint received 2023-11-22
Company: Solar Mosaic LLC
State: UT
Product: Debt collection
Sub-product: Other debt
Issue: Written notification about debt
Sub-issue: Didn't receive enough information to verify debt

Complaint:
The company doing business is SOLAR MOSAIC, but the billing comes from MOSAIC, located in their Arizona  branch. 
Mosaic https : //joinmosaic.com. 

You are incorrect and also providing false information to your agent, XXXX, to pass this information to the consumer : I spoke with XXXX in your billing department today at approximately XXXX XXXX  ( XXXX ) regarding the past-due amount on our account. I was told the following : The Post Office was experiencing disruptions coming into XXXX. I checked the US Post Office website while XXXX and I were on the line in your XXXX, Arizona office. This is not true for the state of Arizona. Please refer to the website XXXX XXXX XXXX XXXX According to my recent XXXX search ( today ), there are no known mail disruptions for the state of Arizona or any city or county in Arizona. The last disruption from the Office of the Inspector General was XX/XX/XXXX, for XXXX, AZ. Arizona is not on the list. I see CA, MS , MI, OH, TX, AL, GA, MI, VT, LA, NH, KY, and other states. AZ is not one of them. 
I immediately contacted my financial institution 's customer service information, and today, the following information was provided to me : XXXX XX/XX/XXXX. The check dated XX/XX/XXXX, for {$240.00}. Mailed Check Number : XXXX on XX/XX/XXXX, for delivery by XX/XX/XXXX. The check cleared on XX/XX/XXXX. 
XXXX XX/XX/XXXX. The check dated XX/XX/XXXX, for {$240.00}. Mailed Check Number XXXX on XX/XX/XXXX, for delivery by XX/XX/XXXX. The check cleared on XX/XX/XXXX. 

XXXX XX/XX/XXXX. After the prior week 's conversation with XXXX, I changed the processing date to XX/XX/XXXX, so that the check would arrive in time for the XX/XX/XXXX payment. Two bills went out. ( a ) due XX/XX/XXXX, {$240.00}. Check Number XXXX was mailed on XX/XX/XXXX ; the check is still outstanding. Another statement was sent on XX/XX/XXXX, for {$240.00}. You have not yet cleared this check, of course. 

MOSAIC  keeps saying that we owe them {$220.00} for XXXX, and the statement shows that we are two payments behind. This is incorrect. We have been sending an additional {$18.00} since we opened this account. 

There must be a reasonable recourse to getting your records corrected. You are receiving well above what you say we are behind. 

You said you reviewed our account, and your records show your payments are being received after your due date. That's the reason for the calls. As of today, XXXX, XX/XX/XXXX. You and your billing department still insist we are {$220.00} behind. You are billing us for {$450.00}, according to your records. According to my records, you are behind in your accounting practices. I do not know your processes, but I believe they are incorrect and show the consumer in an unfavorable light. 

I also called back and spoke with XXXX in your billing servicing department immediately after talking with my financial institution 's customer service at approximately XXXX today. She stated she could not locate our account. 


Please let me know if you have resolved this issue as quickly as possible. We have taken steps from the beginning to avoid late payment issues. This started in XX/XX/XXXX, and MOSAIC  has still not resolvedthe problem. 

I contacted MOSAIC on XX/XX/XXXX, at XXXX XXXX. We reviewed our checking account and found that {$250.00} had been credited to our checking and stated it was a REFUND on XX/XX/XXXX. I contacted MOSAIC and spoke with customer representative XXXX, ext XXXX. She said, '' There was no code or reason that our monthly payment was returned and suggested it might be due to us having insufficient funds. '' I assured her that was not the case. Our financial institution has not notified us with any correspondence that we are being billed for inadequate funds. It is categorized as a refund from MOSAIC. 

I asked to speak to someone above her level, and she stated, " There was not anyone available at the time. '' She also said our last payment was on XX/XX/XXXX. I explained to her that since the XXXX incident, we changed the deliver-by date to the first of each month to ensure MOSAIC received the payment on time and had time for processing. 

XXXX also stated that I should contact MOSAIC in a few days, and our records would be updated by then ''. That is absurd. Why would anyone receive a legitimate payment? For an unknown reason, MOSAIC returned it, but no explanation or code stated why it was returned. 

I explained that this problem with MOSAIC 's processing practices leaves us in danger of being reported as delinquent on our accounts and negatively affects our credit rating. We are not and have not been late since we opened this account two years ago. 

I paid over the phone with XXXX today to take care of the XXXX payment. It is still showing we are two payments behind. 

We received an email right after I hung up the phone today.

Company response to consumer: Closed with explanation