Consumer complaint received 2025-10-02 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: FREEDOM FINANCIAL NETWORK
State: WA

Complaint narrative:
We have an account through Achieve Loans ( which also goes by XXXX XXXX  and Newrez ) but found a much cheaper loan and were able to pay off our XXXX loan in XXXX of 2025 and submitted the paperwork to have the account closed once the final payment processed. This paper to close the account was sent originally via email. A day or so after our payment went through, I got an email that our automatic payment was debited from our account. This was concerning seeing how we just paid it off and that extra payment was almost {$1000.00}. I called the company to verify that the loan had been paid, and they assured me it was at {$0.00} and that I should put in a request to stop our automatic payments, so I did. We got a statement at XXXX point that said our loan was overpaid, by the payoff, and since we had paid the extra almost {$1000.00} that we were owed close to {$3000.00}. We were later sent an email from the company that they would be sending a check in the amount owed minus {$300.00} as a return fee. I disputed that and they ended up returning the whole amount. Keep in mind that I had already sent a letter to close the account, a couple weeks passed, and I received a statement in the mail saying we owed {$0.00}, so I sent another email to the company asking them to close the account again. A couple weeks later I get a letter in the mail stating they had received my request, and they are reviewing my concern, but the account stays open. Again, in XXXX I get an account statement for {$0.00} so I try to log into my account to send a message, but it says I can not login in. After changing my password again and gaining access to our online account, it shows that we still have an account with XXXX balance, so I send another email to close the account with the loan closure paperwork that we signed in XXXX as well as take a copy of the page and send it via mail. In XXXX I received another statement saying {$0.00} due as well as more letters saying that are looking into my concern. I tried logging into my account again and had to reset my password again because it wouldnt let me in saying XXXX, so I finally get in and still see our account and its at a {$0.00} balance. I emailed many different emails to the company with the paper loan closure statement attached and another written request to close our account saying we have tried multiple times, and I need someone to contact me. I got a response via email saying that the reason they couldnt close the account is because there was a balance that was still owed. I replied to the email saying that it has been at {$0.00} since XXXX and I had many documents proving that. I attached everything to the email as well as the loan closure statement and asked them to close it again. A week or so later I got another letter in the mail saying they are looking into my concern. I logged into my account today ( after having to reset my password again ) and see a message that was sent in XXXX that said they have reviewed the documents I sent over and that they couldn't close the account because there was still a balance owed and to see accompanying documents to show that there was a balance on the account. When you look at the documents they sent, it lists {$0.00}. I emailed back to them saying that I would like to see documents proving that I owe money because what they had sent over showed a {$0.00} balance. I just don't know what else to do at this point and it shouldn't be this hard to close an account.

Company response to consumer: Closed with explanation