Consumer complaint received 2026-05-12 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Valon Technologies, Inc.
State: GA

Complaint narrative:
To Whom It May Concern, On XX/XX/XXXX, while reviewing my upcoming biweekly mortgage payment, I noticed an increase in the payment amount. I contacted Valon Mortgage to inquire about the increase, as I had not received any notification regarding a change to my mortgage payment. During the call, the representative informed me that an email had allegedly been sent to me on XX/XX/XXXX regarding the escrow shortage and payment increase. However, I never received that email. The representative then forwarded me the same email during our conversation. I advised the representative that email alone is not sufficient communication for a mortgage payment increase and that this information should have also been provided through postal mail. During this conversation, I also learned that when my mortgage transferred from XXXX XXXX XXXX XXXX to Valon Mortgage on XX/XX/XXXX, the homeowners insurance information on file was incorrect. The incorrect information referenced a prior insurance policy from XX/XX/XXXX through XX/XX/XXXX. I am unsure whether the incorrect insurance information originated from XXXX XXXX XXXX XXXX or Valon Mortgage. However, I was instructed to submit a copy of my valid homeowners insurance policy and request a reevaluation of my escrow account. On XX/XX/XXXX, I submitted all requested documentation, including proof of insurance. I was informed that the escrow review would take approximately XXXX business days to complete. On XX/XX/XXXX, after not receiving any update or resolution, I contacted XXXX Mortgage again. I was advised that the review still had not been completed and that the matter would be escalated. I was further informed that the review would be completed by close of business on XX/XX/XXXX. On the morning of XX/XX/XXXX, I contacted Valon Mortgage once again and spoke with representative XXXX ( ID # XXXX ). She informed me there was nothing further that could be done because the matter had already been escalated to a manager. I requested the managers information and was provided XXXX ID # XXXX. XXXX also incorrectly stated that I had already spoken with a manager, which I clarified was not accurate. I was only informed previously that the matter had been escalated. At this time, the escrow reevaluation has still not been completed despite exceeding the stated XXXX timeframe outlined in Valon Mortgages communication and policy. Meanwhile, I have already made XXXX additional mortgage payments at the increased amount. My original intent in requesting the escrow reevaluation was to confirm whether the shortage calculation was accurate and, if necessary, pay the escrow shortage upfront in order to avoid additional interest charges associated with the increased mortgage payment. Due to the delay in completing the review, I am continuing to incur additional interest costs. As the consumer and borrower, I believe this constitutes an unfair practice, particularly since the delay is a result of the mortgage servicers failure to complete the review in a timely manner. I am requesting the following : Immediate completion of the escrow reevaluation A detailed explanation of the escrow shortage calculation Review of any additional interest charges incurred as a result of the delayed review Confirmation that my valid homeowners insurance policy has been properly updated in your records I believe Valon Mortgage has failed to adhere to its stated policies and timelines regarding escrow reviews and consumer communication. I respectfully request prompt resolution of this matter.

Company response to consumer: Closed with explanation