Consumer complaint received 2023-11-04
Company: Solar Mosaic LLC
State: TN
Product: Payday loan, title loan, personal loan, or advance loan
Sub-product: Installment loan
Issue: Problem with the payoff process at the end of the loan

Complaint:
XXXX conditionally pre-approved for {$20000.00}. 
XXXX Agreed on project with XXXX XXXX XXXX to proceed with the full scope of the 3 Phase project totaling in {$23000.00}. Of that amount {$20000.00} to be financed through Mosaic. 
XXXX Mosaic issues {$6000.00} to XXXX XXXX XXXX. We paid {$8500.00} of personal funds to contractor. 
XXXX emails from Mosaic sent to set up auto-pay which would decrease charged interest over the course of the loan. Email response informed the company the autopay option was not available. 
XXXX XXXX email to report the autopay option was not available XXXX Received notification from Mosaic the installer reported the project as complete, which initiated the remaining {$14000.00}. We immediately contacted by phone and filed a complaint as no work has been started on this project. Our complaint was closed citing " installed had spoken to the client ''. We indicated to Mosaic no funds should be released. We have written communication to Mosaic and XXXX indicating these funds should be returned. XXXX promised funds would be returned. Mosaic indicated the loan certificate had been amended. 
XXXX Email to Mosaic reiterating project was not complete, and that the work had just started several days before. Despite the bill notification saying we owed {$260.00} and must begin making payments. We were told payments did not start until after the project was complete. 
XXXX Email to Mosaic again stating payment needed to be reversed. 
XXXX Work with contractor XXXX for phase 2 and 3 was cancelled and we requested to be contacted by the owner of XXXX. A call to Mosaic we were informed XXXX had not returned funds, and our loan had not been adjusted to the {$6000.00}. We were forced to make our first payment. 
XXXX Email to XXXX cancelling all work to include remaining work for phase 1. We requested updated invoices, and again insisted the {$14000.00} be returned to Mosaic. 
XXXX Email to mosaic providing the revised invoice from installer and reiterating again the $ XXXX was initiated fraudulently. Requested once again for the loan amount to be updated. 
XXXX Email to loanservicing department within Mosaic. Reminding the $ XXXX was not authorized. I requested Mosaic provide detail of actions being taken to reclaim the amount issued in my name, length of time for the loan to be adjusted, and requesting the account be placed on hold. 
A call was also made to Mosaic. XXXX station XXXX refused to forward me to a manager despite having verified my account twice. The second call i spoke to XXXX he told me who they collect funds from is none of my business. 
I was notified a FCC complaint was open and my account was being looked into. 
XXXX The call to Mosaic resulted in being told XXXX was working on the case, and there was no knowledge of when there would be an update. I requested again my account be placed on hold. The 2nd agent I spoke with said I couldnt put the account on hold until they were done investigating. 
XXXX Rep in Support dep XXXX, told me the installer has to cancel the loan. Mosaic paid out 100 % of the loan. The case owner was not in office. Investigation was ongoing. Case would be reviewed today. That I was still responsible for payment/interests and that they had no record the installed had contacted. 
Email was sent to mosaic requesting confirmation the loan had been cancelled by the installer as the installer reported via email they had requested this cancellation as of XXXX. 
XXXX Mosaic sends request for home improvement agreement, breakdown of stages for completion and photos of project. ( all of which was provided to them already ) XXXX Email recieved from Mosaic indicating the installer in cancelling the loan and it would be cancelled in XXXX. 
XXXX notice indicating we wished to close our loan and Mosaic was pending the installer 's verification XXXX I also spoke with someone else on this same day, this call was initiated at the behest of the installer. I was informed the loan cancellation was a two week process. I was also informed Mosaic does not collect the total funds back from the the installer all at once. This is done in a gradual period. The installer has confirmed all {$20000.00} will be their responsibility in writing. 
XXXX, Loan Dept Servicing informed the account was on hold due to non payment. I was yelled at for asking how an account could be on hold that was being cancelled. I requested a manager three times before being sent to XXXX XXXX. I was given the debt collection disclaimer and was told we were still pending XXXX confirmation of cancellation. I would get a call in 24-48 hours. ( no called was recieved ). 
XXXX XXXX informs me cancellation takes 3 - 4 weeks. XXXX a team lead claims installed notified on XXXX can not give exact time frame of cancellation/account closure. The account is on hold for non payment. Reported to credit bureaus if we do not pay. And that any funds paid to them would only be reimbursed upon closure and XXXX days from date of closure. 
XXXX received email notification from Mosaic, the loan would now be XXXX ( undisclosed date ) for cancellation. 

This company has been negligent and misappropriated funds in my name and is refusing to correct their accounts in a timely and reasonable manner. In addition, I continue to be harassed for payment on an account that has been requested for closure over 30 days ago. I urge this be fixed immediately as I have documentation for all of it and will be seeking all legal measures.

Company response to consumer: Closed with explanation