Consumer complaint received 2020-06-03
Company: Solar Mosaic LLC
State: CA
Product: Mortgage
Sub-product: Other type of mortgage
Issue: Trouble during payment process

Complaint:
We initially applied for a solar loan with XXXX XXXX XXXX ( XXXX ) through Solar Mosaic for the XXXX  solar panels we were installing on our home back in XX/XX/XXXX. The loan agreement we signed with XXXX was for {$28000.00} with a monthly payment amount of {$140.00}. We also signed up for monthly direct debit payments so we would qualify for the lower interest rate and to ensure we would never be late on our loan payments. 

In XX/XX/XXXX, we began the process of refinancing our home to lower our payments to give us relief on our mortgage payments as my wife was impacted with loss of work hours due to the pandemic. As we approached our refinance closing date, on XX/XX/XXXX, I was advised that Solar Mosaic had placed a lien on my property and the only way to proceed with the refinance was to either pay a fee of {$250.00} to lift the lien and replace it once the refinance had been processed or to pay off the solar loan completely. Since we have never accessed our account with XXXX  on their website due to our direct debit arrangement with them, I went ahead and reached out to XXXX to request a payment history on the account and a payoff quote so I could prepare for our closing costs. 

When I called in to XXXX, I was advised that my loan was being serviced by Solar Mosaic and was directed to their website joinmosaic.com to access the account information I was requesting. When I logged on to my account and pulled up my payment history, I was surprised to find that we were being debited {$160.00} vs the {$140.00} we agree to and our total loan amount was entered as {$31000.00} vs {$28000.00}. What made matters worse was, we have been making the payments on the account for 9 months and only {$25.00} has been applied to principal. 

I called Solar Mosaic to get additional information on my account but the Customer Service representative I spoke to could not explain the difference between the loan/payment amounts and she stated that their department could not view loan documentation and I would need to reach out through email to their back office research department. 2nd, she informed me that my account accrued 45 days worth of interest at the time of origination because our first payment was not debited until 45 days from initial disbursement to XXXX ( Solar panel contractor ). I asked why they would allow the account to accrue interest and not debit the payment as soon as possible as I have authorized them to automatically debit my account and again the customer service representative could not provide further justification and directed me to reach out to their back office research department. The representative then acknowledged that they get " a lot of angry calls '' from customers on their payments which came as no surprise to me. I requested to speak to a Supervisor and I was given the same response with no resolution. 

On XX/XX/XXXX, I sent an official Complaint email to Solar Mosaic, that included my original loan agreement I had on file requesting an explanation for the discrepancy of the loan amounts and 2nd, I disputed the initial interest being charged to my account as the decision to pull the initial payment until 45 days out was not communicated to us during origination. 

Due to the sensitive nature of our refinance, I was following up daily ( XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ) with Solar Mosaic to get a resolution to the issue we were experiencing with Customer service giving us the same response every time that they would follow up with their back office team for an update. 

On XX/XX/XXXX, I finally got a call from a Supervisor ( " XXXX '' ) from Solar Mosaic, he stated that our request was being escalated but we still did not have a resolution to the discrepancies. 

On XX/XX/XXXX, Supervisor ( " XXXX '' ) from Solar Mosaic called back advising they are in the process of " fixing '' the documentation but we still did not have an eta for resolution. 

To whom it may concern, I am writing to you today to ask for your help. Solar Mosaic has still not provided a resolution or explanation on the discrepancy to my loan amount or why I have been charged interest for the deferred payments I did not request. This delay is impacting our Refinance and we are incurring additional costs every day. We feel that Solar Mosaics practices are deceptive and it is causing us harm financially.

Company response to consumer: Closed with explanation