SAN ANTONIO — Ricardo Ferdin signed a loan contract for a solar panel system in September of 2022. The contractor installed the panels, and submitted a plan to CPS Energy, but failed to complete the solar panel project within the deadline set by CPS Energy. Ferdin said the contractor went out of business.
This left Ferdin with a solar project that wasn't producing any power and a loan where he had already paid off more than $5000. The loan company, Mosaic, then agreed to cancel the loan and refund his payments after the project stalled.
But then, after two months, that refund check had still not shown up. Ferdin started getting worried.
"I'd been calling them and calling them and asking 'when am I going to get my refund back.'" Ferdin said.
Ferdin said he was told several times that the check should arrive in 5-15 business days. He started to worry that the check may have gotten lost. Eventually he called KENS 5.
KENS 5 reached out to Mosaic and asked if the company had sent the check. We also asked if Mosaic could work with Ferdin to cancel any lost checks and make a new arrangement for the refund.
Ferdin said he got a call the very next day from a company that works with Mosaic and they figured out a solution.
"She apologized and she said they would send me another check," Ferdin said. "They were quick about it once KENS got involved."
Mosaic then followed up with KENS 5 and said the situation had been resolved. The company stated via email, "The issue you inquired about on April 25 concerning borrower Ricardo Ferdin has been resolved. He has been contacted and a new refund check is being disbursed..."
Ferdin told KENS 5 a representative had initially told him it could take up to three weeks, but Mosaic was able to get him the check in just a few days. He was relieved to see it.
"I'm on a budget, I'm retired military and every penny helps you know? It was a big relief for me." Ferdin said.
If you have a problem like this, we want to help you fix it! In our series, Call KENS, we do our best to solve problems for our viewers. The number to call is 210-470-KENS, or fill out the form on this page.