Consumer complaint received 2025-05-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Valon Technologies, Inc.
State: FL

Complaint narrative:
This complaint is in follow-up to the previous complaint addressing the same issues. ( CFPB Complaint XXXX ). 

On XX/XX/2025 I received a response to this complaint from Valon Mortgage ( attached ). In that response, the company states that they received wire transfers for the supposed missing payments from XXXX XXXX XXXX XXXX on XX/XX/2025 and XX/XX/2025. These wire transfers account for the payments that Valon claimed were behind on the mortgage. Valon 's own records show that the payments were received and /or posted to the account on XX/XX/XXXX, XX/XX/XXXX, and an additional payment ( for XX/XX/2025 ) on XX/XX/2025. 

I contacted Valon by telephone on XX/XX/2025. I spoke with XXXX, employee XXXX. She stated the account was in default at that time as the payments made the XXXX XXXX  were not received. Valon 's own response contradicts this assertion. Based upon this assertion, I paid the cost of the two missing payments a second time by authorizing Valon to withdraw the funds from my bank account. That withdrawal happened on the same day, XX/XX/2025. I was told by XXXX that not making the payments was likely to result in a bad mark being placed with the credit bureaus in my name. She stated that she would contact me the following day. 

On XX/XX/2025 I received a telephone message from XXXX stating that I would need to speak to the Executive Office of Valon in further attempt to resolve this issue. I was informed to speak to anyone of the " Executive Office Team. '' I returned the telephone call on XX/XX/2025 and spoke to XXXX, # XXXX. I relayed the information I received and she placed me on hold to speak with XXXX. When she returned she said I could speak to anyone on the Executive Office Team but they were not responding to her attempt to contact them. She suggested I retry again at a later time. 

On XX/XX/2025, I received the response from Valon mortgage, posted by the " Executive Office '' of Valon. This response stated there was a refund in progress. 

On XX/XX/2025 I had still not received the monies that were supposed to be refunded to my account. I telephoned Valon customer service and spoke with XXXX, # XXXX who ( XXXX # XXXX ). XXXX stated that she had no way of contacting the Executive Offices and within the company there was no contact number or transfer she could make to get me to the Executive Office. She stated that refunds sometimes took up to four ( 4 ) business days to process and that I would just have to wait. 

This is XX/XX/2025. To date I have had no contact from Valon and no refund is submitted to my accounts ( even though Valon claims there is one in progress ). I believe Valon is acting in bad faith. 

Queries : 1. If Valon can remove monies from my account within a day, it surely should be able to replace them in the same time frame when they have made a grievous error. Why have they not done so? 

2. Why would a Valon Supervisor tell me to contact the Executive Office in her response to my inquiry and then another Supervisor tell me that is impossible to do? 

3. Valon admits in their response that the wired monies from the previous mortgage company were made on XX/XX/XXXX and XX/XX/XXXX. Why would Valon deny receipt of those monies to me on XX/XX/2025? 


As of the writing of this complaint, Valon has enriched themselves at my expense to the amount of {$7600.00} and to date has done nothing to rectify this situation accept admit they already had the monies in the first place and promise ( yet fail ) to apply the refund promptly.

Company response to consumer: Closed with explanation