Consumer complaint received 2025-08-13 00:00:00
Product: Mortgage — Other type of mortgage
Issue: Closing on a mortgage — Delays with the closing process
Company: Solar Mosaic LLC
State: GA

Complaint narrative:
Company Name : XXXX XXXX XXXX Related Company : Mosaic ( loan servicer ) Loan Number : Mosaic loan number can be given if required Complaint Narrative : I signed a solar installation pre-approval agreement with XXXX XXXX in XX/XX/XXXX, paired with financing through Mosaic. Before any inspection, scheduling, or installation occurred, I requested immediate cancellation of the project. 

Pattern of Delay : XXXX XXXX confirmed they received my cancellation request but refused to provide a cancellation invoice to Mosaic. They repeatedly claims my cancellation is with their internal team and that nothing can be done because of XXXX bankruptcy hold. Mosaic, in turn, says they can not cancel because XXXX XXXX has not sent them a cancellation invoice. This back-and-forth has continued for months, with both companies using the same excuses to delay the process. 

Timeline : Mosaic / XXXX XXXX Loan Cancellation Timeline XX/XX/XXXXXXXX  Received Mosaic prequalification email during XXXX XXXX welcome call. 
Confirmed multiple times with both companies : loan would not be activated until project start. 

XX/XX/XXXXXXXX  Received Mosaic email stating loan approved and agreement final. 
Mosaic email instructed : project installation Mosaic verifies disbursement to contractor. 

XX/XX/XXXX XXXX XXXX contacted to schedule site inspection. 
I declined inspection and requested immediate project cancellation ( Ticket # XXXX ). 

XX/XX/XXXX Mosaic disbursed {$22000.00} to XXXX XXXX ( Advance to Increase Balance in Mosaic portal ) Disbursement occurred after cancellation request and before estimated loan start date ( XXXX XXXX, XXXX  ). 

XX/XX/XXXXXXXX XXXXXXXX XXXX XXXX Monthly calls to XXXX XXXX. Response : internal team processing loan cancellation. No completion date provided. 

XX/XX/XXXX XXXX XXXX portal shows project cancellation completed. 
Mosaic replied to my XX/XX/XXXX request with Post Funded Cancellation Created. 

XX/XX/XXXX & XXXX, XXXX Mosaic emails : confirmed they contacted XXXX XXXX for cancellation confirmation; advised me to follow up directly with XXXX XXXX. 

XX/XX/XXXX Mosaic email : stated XXXX XXXX denied cancellation; instructed me to have XXXX XXXX contact Mosaic directly. 

XX/XX/XXXX XXXX XXXX email ( XXXX XXXX ) : confirmed request submitted to internal team to send cancellation notice to Mosaic. 

XX/XX/XXXX XXXX XXXX email ( XXXX XXXX ) : no estimated completion time ; internal team must meet guidelines before sending cancellation to Mosaic. 

XXXX XX/XX/XXXX Ongoing delays ; XXXX XXXX still claims internal team processing. 
Mosaic bankruptcy filed XX/XX/XXXX. 

XX/XX/XXXX XX/XX/XXXX : Filed Objection Post Auction, Objection to Plan of Reorganization, and Proof of Claim with bankruptcy court. 
Opt-Out of third-party release election submitted ; PDF confirmation received Present Loan still active despite no equipment or service received, solar project cancelled before site inspection in XXXX. 

This delay risks harming my credit and running down important legal deadlines. I never received any equipment or service, yet Mosaic still shows an active loan in my name. Similar cases have been reported publicly, including XXXX XXXX coverage of a Texas woman who faced the same problem with these two companies. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation