Consumer complaint received 2026-02-03 00:00:00
Product: Payday loan, title loan, personal loan, or advance loan — Installment loan
Issue: Problem with additional add-on products or services — 
Company: Solar Mosaic LLC
State: NH

Complaint narrative:
I went to apply for a XXXX through my existing mortgage company ( XXXX XXXX XXXX, once I got through the application process they informed me that they would require a subordination agreement from Solar XXXX XXXX, as they had a XXXX lien on the property for solar equipment that I have yet to pay off. There have never been any late payments on the solar account, in fact, it is on autopay and has been since it's disbursement. The process for the XXXX began mid XXXX. 

I contacted Solar XXXX to request the subordination agreement. They provided incomplete information about what would be required for them to accomplish the process, specifically leaving out that the pre-paid shipping label would need to be a XXXX label. There only point of contact was through their payment team, which is only able to communicate with their XXXX department via e-mail. No direct line to the XXXX department is available. They requested that a borrower 's authorization, form XXXX, and a pre-paid shipping label be sent to their e-mail at XXXX. 

I kindly requested that they offer a secure way for me to supply them these documents at they contain sensitive personal and financial information. I was informed they do not have a secure portal to upload these documents. 

I decided to send the documents over e-mail, but with my own applied encryption that would be able to be unlocked by a user on their side, so long as they were attempting to access those documents via the e-mail address they supplied ( XXXX ) ; this was on XX/XX/XXXX. 

I received an e-mail from Solar XXXX on XX/XX/XXXX that they were not able to open my encrypted email and gave me instructions for faxing these documents to XXXX. After obtaining a successful confirmation that my fax went through, I followed up with them on XXXX and was told that by XXXX I would hear from them confirming if they had received the documents. I contacted them again on XXXX and was told faxing was not an acceptable way to send the documents and that they weren't sure why I was told to do that. They again requested I send the documents via e-mail. I requested to speak to a supervisor and they left a message for them to have a supervisor call me back. I missed the call on XXXX from that supervisor and attempted to return their call, but never received a subsequent call back. 

On XXXX I decided to send them the documents in an unsecure way over standard e-mail against my wishes, as they said they could not offer a secure alternative, did not accept faxes, and did not have a physical address I could mail the documents to. In the e-mail I sent on XXXX I included a prepaid XXXX shipping label. I called on XX/XX/XXXX to confirm they had received the documents, they said they did and that I was looking at a XXXX week processing time. I heard nothing after that. 

On XX/XX/XXXX XXXXXXXX XXXX was asking about the agreement and requested the contact number for XXXX XXXX, I supplied them this information as well as my loan information and agreed they could represent me and speak on my behalf to try and facilitate the subordination agreement delivery. They told XXXX XXXX that the subordination agreement was complete and awaiting notary signature. 

XXXXXXXX XXXX followed up again on XX/XX/XXXX and was told by Solar XXXX that they did not see any of the documents and only saw the previously encrypted e-mail that they were not able to open. I followed up that same day and confirmed they did in fact have all the documents, but that they had classified it under a different ticket number ( # XXXX ). At this point in time no one had mentioned to me or XXXXXXXX XXXX that the supplied XXXX shipping label was not going to be accepted and that it needed to be a XXXX  label. 

I called again on XXXX for an update and was told it was still processing. I called again on XX/XX/XXXX and was told it was still processing and could take another XXXX weeks. 

I sent a formal demand letter on XX/XX/XXXX, requesting a response within XXXX days. 

On XX/XX/XXXX Solar XXXX sent me a generic subordination agreement, that was to be filled out by XXXX XXXX and then returned to them, this time informing me that the pre-paid shipping label would need to be a XXXX label. The previous information about the agreement awaiting a notary signature was inaccurate, as they informed me this time around that once they receive the completed subordination agreement back with the XXXX shipping label, they will need to review the document, notarize it, and send it back out to XXXXXXXX XXXX 

XXXXXXXX XXXX  completed the subordination agreement and sent it back to Solar XXXX on XX/XX/XXXX. 

On XX/XX/XXXX a rush XXXX  day shipping label was created, as XXXXXXXX XXXX informed me that if they did not have the needed documents by XXXX they would have to close the application and I would lose my originally quoted terms given the length of time that had passed since the application was started. I called them on XX/XX/XXXX and they confirmed they had all the needed documents and shipping label to complete the process. 

On XX/XX/XXXX I sent a follow up e-mail addressed to their legal team informing them that they were going to be held legally responsible for damages including tortious interference with contractual relations, breach of the implied covenant of good faith and fair dealing, quantifiable financial harm, and regulatory obstruction. 

I received an email on XX/XX/XXXX stating they had the shipping label, but did not have the subordination agreement. I replied to their e-mail attaching the completed subordination agreement that XXXX XXXX has CCed me on back on the XXXX informing them that they had received this XXXX days ago. I followed up with a phone call that same day confirming that they had all the documents they needed, I also reminded them of the deadline for the documents to be delivered. 

It is now XXXX and no final subordination agreement has been supplied.

Company response to consumer: Closed with explanation