Consumer complaint received 2026-03-09 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Valon Technologies, Inc.
State: WA

Complaint narrative:
My Name is XXXX XXXX and my husband XXXX XXXX and I have our mortgage loan with Valon Mortgage. I am writing regarding the escrow homeowners insurance payment for XX/XX/year>. We received a statement from our home owners insurance company ( XXXX XXXX XXXX ) on XX/XX/year>, showing our homeowners insurance had not been paid. The statement from XXXX stated they had reached out to Valon two times regarding this and gave a dead line of XX/XX/year>, to receive the payment to avoid fees or cancellation of our homeowners insurance. Since Valons customer service office was closed when we received this letter, I called Valons escrow customer service on XX/XX/year> and spoke to an agent named XXXX. XXXX confirmed that Valon had sent 2 checks to XXXX and said the most recent check had been issued over 2 weeks prior. I advised the XXXX that since XXXX did not have the check, I would need it re-issued and requested it be rushed due to it being due in 4 days. XXXX said he was overnighting the check and allowed me to provide him with the overnight address listed on the statement. Since I did not see that payment post on XX/XX/year>, I called Valons escrow customer service again to see if I could get tracking information on the overnight check. I was unable to understand the agents name that I spoke to. The agent I spoke to on XX/XX/year>, advised me she saw a check re-issued, however she could not tell if the payment was overnighted. I did ask the agent to confirm the mailing address for the check, she put me on hold and said she called XXXX who told her they would extend the due date until the end of XXXX and provide a XXXX XXXX in Pennsylvania. When I advised the agent that I did not see that address on any of my correspondence and offered to send her a copy of the statement I had that showed different addresses, the agent refused saying since she spoke to XXXX this was the address and she would not need my information. The agent also told me that Valon could not do another stop payment until 10 business days have passed. As of XX/XX/year>, we did not see the payment post. Due to the misinformation, I received from the first agent from Valon ( XXXX ) on XX/XX/year> failing to overnight the payment and the agent from Valon on XX/XX/year> providing an address I that was not listed on any of my XXXX homeowners insurance information and lack of knowledge on the payment status ( i.e. only seeing it was re-issued ) my husband and I just issued a payment to XXXX ourselves as we did not want to have any lapse in our homeowners insurance coverage. On XX/XX/year>, I could only see the payment we made reflecting to XXXX, so I emailed Valons customer support XXXX requesting the address that the escrow payment was sent to. I also enclosed a copy of the statement from XXXX that showed the mailing address and the overnight mailing address. I explained the prior phone actions with the agents on XX/XX/XXXX and XX/XX/XXXX. I received a reply on XX/XX/year>, saying that Valon had reached out to XXXX and saw the homeowners insurance was current and they would save the addresses on the statement I provided for all future payments to XXXX. I replied to the message on XX/XX/year>, explaining that we had paid XXXX ourselves to avoid any lapse in our insurance coverage and that I still believed the payment that had been mailed by Valon on XX/XX/year>, was still outstanding. I offered to provide proof from XXXX that the payment came from us and not Valon. I also advised that due to the message saying Valon would save the payment addresses on the XXXX statement for future use, it appears that the XX/XX/XXXX payment that Valon sent was sent to the incorrect address. I asked Valon to confirm the address that the XX/XX/XXXX payment was sent to and if the address was incorrect to re-send the payment to the correct address. I sent a follow up email to Valon customer service on XX/XX/year>, forwarding my prior correspondence asking for an update on them researching the XX/XX/year>, escrow payment sent by Valon and confirmation of the address that payment was mailed to. I also attached a copy of the billing statement from XXXX XXXX along with our payment history for our homeowners insurance with farmers that showed our loan policy number, our house number and street name, and it showing the payment received via XXXX Credit Card on XX/XX/year>. I received a reply on XX/XX/year>, advising me that I could call your insurance payout department at XXXX to get more in depth information on payment information. I replied to the message on XX/XX/year> asking to be provided an email address for that department explaining due to the mis-information I had received from the agents on the phone in the past ( saying a payment was overnighted to XXXX when it was not and refusing to get information on where to send a payment but insisting that an address in Pennsylvania not on any of my documentation from XXXX was correct ) I was very hesitant to work with the phone team. I received a reply from Valon on XX/XX/year> stating there was no email and I could only call. On XX/XX/year>, I called the phone number provided in the email and spoke to XXXX in the insurance service department. XXXX said that the check that was sent on XX/XX/year> was showing it was cashed, however the agent could not tell me when it was cashed or who endorsed the check. I requested a copy of the check which she said she would mail the check copy to me and I should have it next week-she confirmed it would be mailed to our home address. I had asked about it being sent to me via email however she was not sure if that could be done for security reasons. As of XX/XX/year> we do not have a copy of the check. My husband and I believe that when Valon reached out to XXXX XXXX on XX/XX/year>, they just saw that the policy was paid but did not research the source of payment to see that it was us and not Valon who made the payment. Since Valon has not confirmed the address their payment to XXXX XXXX was sent to or provided us a copy of the supposed cashed check to XXXX XXXX, we still believe the check issued on XX/XX/year>, is outstanding. I have attached the following document in relation to this letter : Copy of initial statement from XXXX XXXX we received on XX/XX/year> Payment history from XXXX XXXX website ( referencing our policy number and a street address ) showing a XXXX payment made on XX/XX/year> Copies of email correspondence between myself and XXXX from when I got their initial reply received on XX/XX/year> Copy of our XXXX XXXX XXXX statement showing the payment we made directly to XXXX XXXX

Company response to consumer: Closed with explanation