Consumer complaint received 2023-05-19
Company: FIFTH THIRD FINANCIAL CORPORATION
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
In XX/XX/XXXX my husband and I signed a contract with some XXXX XXXX to have 36 solar panels installed for our single family home. The home is occupied by myself and my husband. We have no children and no other persons living in the household. We were told initially that our electricity bill would take one to two months to adjust as our solar panels consume and store energy. However, in XXXX when we realize that it had not happened we reached out to XXXX XXXX XXXX At this time, it is XXXX of XXXX and we were told that XXXX XXXX  was no longer in business and that XXXX XXXX  has since taken over. We had never agreed to switch companies or signed any paperwork with XXXX XXXX. 
As time went along, from the time span of XX/XX/XXXX until currently at this very moment we have had problem after problem in different aspects of this service. We were first told that some of our solar panels were not properly connected, then we were told that they were not reporting. After several months, a modem was added in XX/XX/XXXX so that the solar company could better diagnose issues regarding our solar panels and also monitor the amount of energy that the solar panels are consuming and the amount of solar energy that we are using. However, month after month we grew concerned because we are currently paying {$190.00} per month for the solar panels but we are also being stuck with an electric bill of an average of 50 to 100 and {$50.00} per month. The solar company initially expressed that they wanted to help, and sent us three reimbursement checks for the months that our solar panels were non-operational. What led me to reach out to you is the fact that, it has been almost a year and we do not feel that we are reaping any benefits from the solar panels. Despite several attempts to discontinue services with the solar company, no one has reached out to us in relation to canceling our contract. At one point I even offered that if they could reduce our bill, we would be willing to keep the solar panels if they can resolve the issues, still we had not heard anything back. This had been turned into them telling us that there were more reimbursement checks that were approved, but never signed by a supervisor and therefore never sent to us. They told us that these reimbursement checks were signed in XXXX and XXXX, but no one had approved them. I asked my electricity company to conduct an audit and they have suggested that under our specific circumstances, we really should not be having a electricity bill. I also asked XXXX XXXX  to investigate, they told me that they would but that has not happened even though the request was put in 6 months ago. 

With efforts to reconcile, XXXX XXXX  at one point " approved '' a reimbursement check for the months that my solar system was not working, however these checks were supposedly approved back in XXXX and I still have not received one. When questioned, they tell me that an inquiry placed to an escalations manager, XXXX. It is now XXXX, and this is still not resolved. Additionally, I had the company perform endless tests and troubleshooting options, to no avail. Additionally, XXXX has completed stopped communication with me. 


To make a bad situation WORSE, the representative told me that we would be eligible for a " solar credit '' when we filed our income taxes and we were to give the solar company that check of {$8000.00}. We NEVER received a solar credit. I spoke with the tax preparer who stated that we were not eligible according to the guidelines. At this time, my payments are {$190.00} per month for the next 25 years. On top of this Dividend finance is expecting me to now pay them an ADDITIONAL {$8000.00} by XX/XX/XXXX. 


If they are not willing to Accept the new terms, I would like to cancel my contract and have the system removed. 


If you have any recommendations on how we should continue to pay or communicate with the finance company, which is dividend finance, on behalf of the solar panels please let me know.

Company response to consumer: Closed with explanation