Consumer complaint received 2025-08-12 00:00:00
Product: Debt collection — I do not know
Issue: Attempts to collect debt not owed — Debt is not yours
Company: Solar Mosaic LLC
State: WA

Complaint narrative:
Solar Mosaic Contact # ( XXXX ) XXXX Freedom Forever Contact # ( XXXX ) XXXX Timeline of Events XX/XX/XXXX A Freedom Forever ( FF ) door-to-door salesman approaches XXXX at XXXX. 

XXXX applies for pre-approval on a XXXX Mosaic loan for {$8100.00} / {$11000.00} ( after interest ). He is told its no obligation. 

XXXX is approved. After discussion, XXXX and XXXX decide not to move forward. 

XXXX assures them the order is cancelled and says no further action is needed. 

XX/XX/XXXX XXXX ( per their own later statements ) processes a cancellation request ( ticket # XXXX ). 

No written confirmation is sent to XXXX or XXXX. 

XX/XX/XXXX XXXX later claims this is the official cancellation date for the loan. 

No written confirmation is provided to XXXX or XXXX. 

XX/XX/XXXX ( about XXXX year later ) XXXX and XXXX receive a notice from XXXX Mosaic that payments are due on the {$11000.00} loan. 

The notice also offers a reduced XXXX XXXX interest rate if a lump sum payment is made. 

This is the first time they hear from Mosaic since the XX/XX/XXXX application. 

XX/XX/XXXX XXXX calls XXXX. 

XXXX says the issue has been sent to finance/funding to correct ( ticket # XXXX ) and speaks to a rep named XXXX. 

XXXX says finance is not customer-facing, so XXXX cant XXXX directly to them. 

XXXX is told it could take up to 50 days to resolve, and to check back on XX/XX/XXXX. 

XX/XX/XXXX XXXX checks in ; no resolution yet. 

XX/XX/XXXX XXXX calls XXXX Mosaic, speaks to XXXX. 

XXXX says the case is escalated but XXXX must send a cancellation notice to XXXX. 

Mosaic says they havent received anything from XXXX. 

XXXX instructs XXXX to follow up with XXXX. 

XX/XX/XXXX XXXX a.m. 

XXXX calls XXXX again, asks them to send proof to him or Mosaic that they have communicated the cancellation. 

XXXX refuses, saying thats not how it works and that Mosaic is in bankruptcy court, pausing all loan cancellations. 

XXXX says they will escalate to a supervisor, then mark it as urgent cancellation. 

Mosaic has never informed XXXX or XXXX of any pause due to bankruptcy. 

XX/XX/XXXX later XXXX and XXXX file complaints with the Better Business Bureau ( BBB ) against both XXXX and Mosaic. 

XXXX responds, claiming the loan was cancelled XX/XX/XXXX, and that the issue is now in XXXX hands. 

XXXX says their dedicated agent is monitoring the case. 

XX/XX/XXXX & XXXX, XXXX XXXX from XXXX customer support emails XXXX, claiming shes their point of contact and that shes working to resolve the matter. 

XX/XX/XXXX Mosaic sends a letter to XXXX and XXXX, saying : They received the BBB letter. 

After investigation, they found no evidence of fraud regarding the loan. 

If there are further concerns, XXXX and XXXX must contact XXXX directly. 

XX/XX/XXXX ongoing XXXX and XXXX dispute the debt with credit bureaus. 

The Attorney General is contacted. 

No resolution from either. 

XX/XX/XXXX XXXX and XXXX receive notice that Mosaic is filing for Chapter XXXX bankruptcy. 

Mosaic provides a new customer service line. 

Narrative Version On XX/XX/XXXX, a Freedom Forever salesman came to our home and convinced XXXX to apply for a no-obligation solar loan with Solar Mosaic. He was approved for {$11000.00}. After we discussed it together, we decided not to move forward. XXXX XXXX assured us that the order had been cancelled and that nothing further was required from us. 

According to FFs own later statements, they processed the cancellation on XX/XX/XXXX ( ticket # XXXX ) and considered it officially cancelled by XX/XX/XXXX. We never received any written confirmation. 

Nearly a year later, in XX/XX/XXXX, we received our first notice from XXXX Mosaic, stating payments were due on the {$11000.00} loan. It even offered a reduced interest rate of 11.84 % if we made a lump sum payment. This was a complete shock. 

XXXX immediately began making calls. On XX/XX/XXXX, he spoke with XXXX from XXXX, who said the matter had been sent to finance/funding to correct ( ticket # XXXX ). We were told that finance is not customer-facing and to check back in 50 days XX/XX/XXXX. 

On XX/XX/XXXX, XXXX called Mosaic and spoke to XXXX. XXXX said XXXX needed to send a cancellation notice to XXXX, but Mosaic had received nothing. He told XXXX to follow up with XXXX. 

The next day, XX/XX/XXXX, XXXX called XXXX again, requesting proof they had contacted Mosaic. XXXX refused, saying thats not how it works and claiming XXXX bankruptcy was pausing all loan cancellations. Mosaic has never confirmed such a pause. XXXX promised to escalate the matter to urgent cancellation. 

That same day, we filed BBB complaints against both companies. FFs written response stated that the loan was cancelled on XX/XX/XXXX, and that the matter now rested with Mosaic for final removal. They said their dedicated agent was monitoring the situation. 

In XX/XX/XXXX, XXXX from XXXX customer support began emailing us, assuring us she was our point of contact and was working to resolve the matter. On XX/XX/XXXX, Mosaic replied to our BBB complaint saying they found no evidence of fraud and instructed us to contact XXXX for further issues. 

We also disputed the debt with credit bureaus and contacted the Attorney General both with no resolution. Finally, on XX/XX/XXXX, Mosaic notified us they were filing for Chapter XXXX bankruptcy and gave us another customer service line. 

After XXXX months since the supposed cancellation, we are still stuck with a loan for products never installed, facing damage to our credit, and caught between XXXX companies each blaming the other and neither providing proof that the cancellation has been properly processed.

Company response to consumer: Closed with explanation