Consumer complaint received 2026-06-02 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Valon Technologies, Inc.
State: FL

Complaint narrative:
I am submitting this complaint against Valon Mortgage regarding significant communication failures, lack of account access, and unnecessary obstacles that have caused hardship and placed my mortgage obligations at risk. In XXXX XXXX, Valon Mortgage assumed servicing of my mortgage from XXXX XXXX XXXX XXXX Following the transfer, I did not receive any notice of servicing transfer, account information, payment instructions, account number, monthly statements, or any other communication by mail, email, or telephone. As a result, I was nearly unable to make my mortgage payment on time because I had no information regarding where or how to submit payment. After discovering the transfer, I contacted Valon Mortgage directly. Because I am currently in a XXXX XXXX bankruptcy repayment plan, despite my mortgage being paid separately and remaining current throughout the bankruptcy, Valon Mortgage refused to provide account information or discuss my account. I repeatedly explained that the mortgage is not included in the bankruptcy plan and that I have remained fully compliant with all payment obligations. Despite this, I was forced to repeatedly request basic account information. Eventually, after significant effort, I was provided only an account number so that I could continue making payments and avoid delinquency. Valon Mortgage informed me that if I wanted access to my account information or the online portal, I would need to obtain a letter from my bankruptcy attorney authorizing them to communicate directly with me. Although this requirement created an unnecessary burden and could have resulted in additional legal expenses, my attorney agreed to prepare the letter in good faith. The authorization letter was promptly provided to Valon Mortgage. Approximately ten days after submitting the letter, I had received no confirmation that it had been received, processed, or approved. I again had to contact Valon Mortgage to inquire about the status. During that conversation, I was informed that the letter had been received ; however, I was still denied access to the online portal and my account information. I explained that I urgently needed access to my account documents, including tax documents, mortgage statements, payment history, and other records that I am entitled to receive as the borrower. These documents were needed for a time-sensitive matter with a deadline of XXXX XXXX XXXX XXXX XXXX XXXX XXXX, I spoke with a supervisor named XXXX. I explained my situation and emphasized the urgency of obtaining these records. XXXX assured me that the matter would be resolved by the close of business that day. However, no communication was received, no documents were provided, and no follow-up occurred. On XXXX XXXX XXXX I contacted Valon Mortgage again and spoke with XXXX. She confirmed that notes had been entered into my account and that the requested documents were being processed. However, she advised that it could take five to seven business days to receive them. I explained that this timeline would not meet my XXXX XXXX deadline and reiterated that I had already been waiting for an extended period despite fully complying with all requests made by the company. XXXX advised that I would receive a callback within 24 hours. As of XXXX XXXX XXXX, I have received no callback, no documents, and no further communication from Valon Mortgage. Throughout this process, I have remained current on my mortgage payments and have fully complied with every request made by Valon Mortgage. Despite this, the company has repeatedly failed to provide basic account information, denied reasonable access to my mortgage records, failed to communicate in a timely manner, and created unnecessary barriers that have prevented me from accessing documents to which I am entitled. I respectfully request that the CFPB investigate Valon Mortgage 's servicing practices, communication failures, and refusal to provide timely access to borrower information. I also request assistance in obtaining immediate access to my account records and an explanation as to why I continue to be denied access despite providing all requested documentation and remaining in full compliance with my mortgage obligations.

Company response to consumer: Closed with explanation