Consumer complaint received 2025-01-06 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with the payoff process at the end of the loan — 
Company: Solar Mosaic LLC
State: NY

Complaint narrative:
In XX/XX/XXXX I entered an agreement with XXXX XXXX XXXX to install solar at my home in XXXX XXXX XXXX, CA. To pay for this project, I accepted a financing offer through an installment loan provider called Mosaic that they partner with. 

I submitted an application on Mosaic 's site on XX/XX/XXXX and received my approval. The next day, XX/XX/XXXX, I signed the loan documents and set up autopay from my checking account. 

The solar installation took longer than expected. XXXX XXXX was not ready to complete the installation until XXXX of that year. As the installation date approach, I was told by XXXX XXXX that my loan approval with Mosaic has " expired '', and they asked me to submit another loan application, which I did on XX/XX/XXXX. Again I was approved and went through the same process as before, including signing the loan documents. 

The installation was complete and I received Permission To Operate from the power company and county on XX/XX/XXXX. Mosaic was then notified that the project was complete, which ( this is what I was told ) is what allows XXXX XXXX to receive the funds from the loan. 

On XX/XX/XXXX I received an automated email from Mosaic asking me to use a the loan portal to confirm that the installation has been completed, and that when I mark it complete XXXX XXXX will be paid. 

Later that same day, I received another email from Mosaic asking me specific questions about my installation and for a response via email. I did not respond to this email until XX/XX/XXXX as it specifically asked for the date I received XXXX, and I hadn't yet when they sent the email. This email seemed to be 'ad hoc ', as the opening sentence said they are " updating our records ''. 

I then received multiple " Loan Closing Certificates '' emails with attached XXXX from Mosaic. The first on XX/XX/XXXX, then additional ones on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX. Each had different " loan numbers '' on them, none of which seemed to match the loan number I used to create my online account to manage payment. I emailed their support address ( XXXX ) after each duplicate one to inquire about it, but never received any response. 

I also received multiple duplicate email requests to confirm the status of my solar system. The first being the one received on XX/XX/XXXX, but I received the same email again on XX/XX/XXXX, and XX/XX/XXXX. I responded to each one asking why they keep asking for the same information over and over, but they never responded. 

Throughout XXXX, Mosaic billed me erroneously for two loans and unfortunately I did not notice. In total, they have overbilled me for {$5300.00} ( {$400.00} monthly payment for the duplicate loan over 13 months ). 

I sold the home where the solar had been installed in XX/XX/XXXX. As part of closing, the escrow company paid off the loan ( one of the loans ). Then, on XX/XX/XXXX I saw that an ACH payment to Mosaic was taken from my checking account and I received a payment confirmation email. I immediately reached out to Mosaic and began receiving conflicting responses. One rep would confirm the loan was paid off, and another would tell me there was still an outstanding balance. 

I was unable to get Mosaic to engage in any discussion about the issue as they stopped responding to my emails. On XX/XX/XXXX I called their customer support line and eventually talked to a rep named XXXX '. After some research, she told me the case had been referred to their fraud department because XXXX XXXX submitted the paperwork for both loans and received the funds from both loans, even though only one project was completed. I was told that if they did not hear back by XX/XX/XXXX they would be resolving the case and cancelling the loan. 

On XX/XX/XXXX, my original salesperson from XXXX XXXX left me a voicemail saying they were trying to resolve the situation with Mosaic. 

On XX/XX/XXXX I received an email from Mosaic called " Loan Cancellation Advice '' stating that they have been informed by XXXX XXXX that I " wish to cancel your Home Improvement Agreement '', and that they have begun the cancellation process which will be complete in XXXX. Also on the same day I received a " Complaint Closed - Resolved '' email from Mosaic, stating : " I hope this email finds you well. At this time, we are proceeding with cancellation of loan ID XXXX. If you have made any payments on this duplicate loan, they will be refunded to you at the time the cancellation has been completed. '' However, on XX/XX/XXXX, Mosaic again charged my bank account for the monthly payment amount. I have no way of removing the payment information as I have no portal to log in to. 

I find it hard to believe that all of this was just an oversight by both companies. How can a local business like XXXX XXXX receive double the funds for a job and not realize something is wrong? How can a loan company see two identical installations at the same address, see multiple emails from the customer asking about duplicate loan closing certificates, duplicate project completion confirmations, etc, and not know something is wrong? Then, when I try to resolve the issue, they seem entirely unprepared to deal with it and just stop responding to my emails.

Company response to consumer: Closed with explanation