Consumer complaint received 2025-04-08 00:00:00
Product: Debt collection — Other debt
Issue: False statements or representation — Attempted to collect wrong amount
Company: Goal Structured Solutions, LLC
State: AZ

Complaint narrative:
On XX/XX/XXXX, we requested a payoff balance from XXXX for a lease on a solar system. We received the pay off in the amount of {$32000.00}. This information was requested at the same time the home was listed for sale to be disclosed to any potential buyers. 

In XX/XX/XXXX, XXXX purchased the lease from XXXX and partnered with XXXX XXXX XXXX to service the account. Monthly payments continued as scheduled in the amount of {$390.00}. 

In XX/XX/XXXX, the house went under contract and the Buyer requested the solar system to be paid in full at the close of escrow on XX/XX/XXXX. At this time, an updated payoff statement was requested from XXXX and XXXX XXXX through the account portal. The payoff amount was received on XX/XX/XXXX. The amount on this statement INCREASED to {$33000.00}. Between the time of both payoffs, a total of {$4700.00} was paid toward the lease as scheduled monthly payments. A ticket ( XXXX ) was created on XX/XX/XXXX to dispute the payoff amount and documentation ( previous payoff statement from XXXX ) was sent to XXXX. On XX/XX/XXXX, after no follow up, we reached out to XXXX and were told the payoff amount is correct and nothing further will be done. They would not explain the amount and would not explain why the previous year of monthly payments were not reflecting in the balance due. They advised that they would create a ticket to escalate further. No action or follow up was received. 

On XX/XX/XXXX, we called for an update and were told that the ticket is still in place. Estimated timeframe for an escalation issue is XXXX days. When advised that this has exceeded the XXXX days and our close of escrow date was coming up, the representative ( XXXX XXXX XXXX only said that her system shows the ticket as opened. She could not give a status and would not escalate the call further. She advised that this would most likely not be resolved in time for our closing date. When I asked for a timeframe, she reiterated the XXXX days, but would not acknowledge that the timeframe had already been exceeded. I asked if I could speak to the department that handles the ticket, she stated that I could not. I asked if I could speak to a supervisor, she indicated that I could not. She would put in a request for a supervisor to call me and to expect a all in XXXX days. At that time, I was frustrated and we ended the call. I called XXXX directly, as another option indicated on the payoff statement, but the number for XXXX was, in fact, just a different number for XXXX Services. I, again, went through the channels and was eventually put in contact with a supervisor ( XXXX ) who had obviously been informed of the situation that had transpired over a period of XXXX hours. XXXX was extremely rude and refused to explain the payoff statement and said that customers are not entitled to receive a breakdown of the payoff statement, only the amount due. When I asked to speak with her manager, she informed me that there is no one else to speak to. I asked for the name of her manager and she refused to provide it. I asked for her ID number to reference the call and she informed me that it is not necessary as she is the only XXXX in the company, so I coud reference her that way. I asked to speak with the department that handles the payoffs, she said that no one at XXXX will give a breakdown of the payoff, there is a policy that they will not share this information with the customer and she would not transfer me. She was condescending during the entire phone call and abruptly ended the call by telling me to have a " delightful '' evening. 

This type of service is completely unacceptable. A solar system depreciates over time, the payoff should not go up {$1000.00} after {$4700.00} in payments were applied. And if it did, there should be some type of explanation. No one at XXXX would explain this to me and there is no way for customers to know how the balance due is created. All we are asking for is a detailed description of the payoff to determine where the discrepancy is and XXXX is refusing to provide anything more than a single line item of {$33000.00} with XXXX explanation. 

I am an authorized person on this account and have authority to speak with XXXX on behalf of my parents- authorization is on file with XXXX XXXX

Company response to consumer: Closed with explanation