Consumer complaint received 2025-07-22 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Valon Technologies, Inc.
State: MO

Complaint narrative:
My mortgage was bought by Valon Mortgage from XXXX XXXX  in XXXX of XXXX. Valon has violated their obligation to pay my homeowner 's insurance in a timely fashion under the Real Estate Settlement Procedures Act of XXXX. Valon used my escrow account to pay the incorrect homeowner 's policy and increased my payment to account for the overage, has failed to refund that money, and failed to pay my actual homeowner 's policy resulting in a gap in coverage for my actual policy and subsequently it's cancellation. 

My homeowner 's insurance policy was due payment XX/XX/XXXX. I was notified by XXXX on XX/XX/XXXX that if payment was not received by XX/XX/XXXX I would not be covered. I was notified by phone on XX/XX/XXXX by Valon that they had received XXXX requests for payment and which one did I want them to pay : XXXX or Foremost. I confirmed my policy was with XXXX and I did not know Foremost. They confirmed via phone they would pay XXXX. I called XXXX and confirmed they got what they needed and was reassured. I called Foremost and told them there was an error but because I am not their customer they said no problem and refused to give me any further information but confirmed that the policy number I provided was a different mortgage holder with the same last name of XXXX. Address and contact information was not any of my information or anyone I know. 

I received email confirmation of payment to XXXX AND Foremost on XXXX only my mortgage account number, the policy number and amounts. During this time I was also informed my payment was increasing to cover escrow shortage projections. I was notified via email by XXXX my payment was never received and I was in lapse-policy cancelled. 

I reached out to XXXX and sent the payment confirmation. They sent me their investigation as they too had reached out to Valon and asked for details confirming the payment was sent. Valon told them a payment was sent via credit card on XX/XX/XXXX but failed to provide a confirmation or tracking. I called Valon and they told me a wire transfer was sent on XX/XX/XXXX but takes XXXX business days ( this was the XXXX business day ). No confirmation could be provided. No tracking or other details. Another person told me a check was written and I was able to get a check number but that was for Foremost. 

I have spent hours on the phone trying to escalate this issue. I believe that there was a data migration issue when my mortgage was moved over and my account was erroneously merged with another accounts insurance details-due dates and amounts. I am in fear that if an incident occurs while this is being sorted out I will have no insurance. I paid {$2800.00} for someone else 's homeowner 's policy and my mortgage payment was raised for my own insurance to lapse and no one knows how to fix this or takes responsibility. I am afraid if I suffer a disaster in the time it will take for me to resolve this it will cost me thousands in legal fees and time. I have already spent hours on the phone attempting to resolve this and have details to prove I am doing everything possible. I have been pulled away from work for XXXX days to resolve this and because it's a complicated multi-company issue I fear it will not be resolved easily. I also think I may not be the only victim impacted and others may not be aware of similar errors.

Company response to consumer: Closed with explanation