Consumer complaint received 2024-04-07
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: Solar Mosaic LLC (TX)

A representative from XXXX XXXX attempted to sell me solar panels. After conducting my due diligence, I contacted the representative to request cancellation of the project and any related loans. The representative confirmed the cancellation of the loan on XX/XX/XXXX. It is important to note that I never received any services from XXXX XXXX, and I have not heard from them since that day. 

After XXXX years passed without any communication from XXXX XXXX or their finance company Mosaic, I surprisingly began receiving notifications about a past due loan in XX/XX/XXXX. On XX/XX/XXXX, I contacted Mosaic to inquire about the situation, and they confirmed that there was a loan under my name. They also reported the late payment to all three credit bureaus. 

Since then, I have been attempting to have this loan removed from my record, but I have been unsuccessful despite numerous calls between Mosaic and XXXX XXXX. Both companies have been deflecting responsibility to the other, as outlined below. It is unfair for my credit report to be penalized when I never received a service from neither company. I am reaching out to seek assistance in resolving this matter. 

History of my interactions with the Mosaic and XXXX XXXX. 
XXXX. XX/XX/XXXX : I requested cancellation. 
XXXX. XX/XX/XXXX : I received a response from the rep, who then called to confirm the account was cancelled. 
XXXX. XX/XX/XXXX XX/XX/XXXX : I never heard from XXXX XXXX or Mosaic XXXX. XX/XX/XXXX : Started receiving email about loan payment due. 
XXXX. XX/XX/XXXX : I called Mosaic who told me my account was put on hold by XXXX XXXX and it has come off hold and that I need to start making payments. 
XXXX. Attempted processes to clear the record. 
a. XX/XX/XXXX : I called XXXX XXXXXXXX for Cancellation - XXXX XXXX XXXX XXXX XXXX Retention team 's processing time : 7 to 10 business days Mosaic : 15 business days Processing time : 1 week to 60 days XXXX ( sent proof of cancellation there ) Follow-up in a week : Cancellation Tickets # XXXX Representative : XXXX XXXX XXXX XX/XX/XXXX : I called XXXX XXXX for Cancellation - Project officially cancelled on XX/XX/XXXX but was not reported to Mosaic. 
- Action : XXXX placed me on the processing sheet - 7 to 14 business days before it goes to Mosaic. 
- Cancellation Tickets # XXXX - Representative : XXXX XXXX XX/XX/XXXX : I called XXXX XXXX for Cancellation - XXXX sent an email confirming the cancellation was processed and submitted to Mosaic. 

d. XX/XX/XXXX : XXXX XXXX  - XXXX # XXXX - XXXX XXXX  takes 7-60 days to send the documents to Mosaic after canceling on their end. 
- I reported that Mosaic will report me to a collection agency. 
- Rep updated ticket with the info that Mosaic will report my account to collection agency. 
- Representative : XXXX XXXX who said she will follow up with me on Wednesday ) XXXX XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX Ticket # XXXX - Cancellation takes XXXX entire process ( 60 XXXX  30 days Mosaic ) - When will it make 90 days? start date : XX/XX/XXXX - end date : XX/XX/XXXX? 
- Cancellation was submitted to Mosaic. 
- Representative : XXXX f. XX/XX/XXXX : Mosaic - XXXX XXXX : The cancellation has been denied. 
- Cancellation department - Complaint department : filed today XX/XX/XXXX ( case # XXXX ) - XXXX time : XXXX does not know ; compliant department will reach XXXX XXXX with 48 hours ; then theyll let me know. out to me within - Representative : XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX  - Per XXXX XXXX the loan was not cancelled ; it is being processed, contradicting what Mosaic said above ( same day ). 
- I sent to XXXX XXXX representative Mosaics email stating the request for cancellation was denied by XXXX XXXX, the representative updated the ticket with that information. 
- The representative said she is confused. I mentioned to the representative that I will file complains anywhere I can, including the Consumer Financial Protection Bureau, to get this removed from my record. 
- Representative : XXXX XXXX. Conclusion a. In my opinion, it seems that neither company is willing to resolve the issue. Mosaic either disregards the lack of transparency from XXXX XXXX, or both Mosaic and XXXX XXXX are complicit in deceptive practices. 

8. Email communication attachments.

a. Email proof of cancellation b. Email proof of receipt of cancellation request c. Email proof of XXXX XXXX stating theyve processed the cancellation and submitted it to Mosaic from processing. 
d. Email proof of Mosaic saying XXXX XXXX denied the cancellation.