Valon Mortgage Avis 

There was to many times I needed to follow up. Loan contact changed to many times. I was not given updates unless I followed up.

Best quickest service ever! Thank you to your team!

Excellent transition. Looking forward to working with them.

Worst service I ever had. Mortgage company transferring their service to new lender, that’s fine but they deducted amount and not have been applied to loan amount and new lender already started deducting amount. The amount which was deducted takes 60 days to tf to new lender: what kind of process it is. Support person directly disconnected call without proper escalations

Very bad take over trying to pay early and payment getting lost or late processing by your end trying calling for payment and then you find the mail in payment and you charge late fee. Very disappointed in handling of the issues. Eugene Brown

Very smooth even if a few days longer than I thought it would be.

I was quickly sent to the correct department, where a live representative contacted my insurance company while I was on the phone. AI is ok but live people really get the job done.

I'm very confused about why the debt consolidation hasn't happened.Although the balance of the money was in my account almost immediately.And now, it's been almost a week, so i'm not sure what to think.

Request an option to pay principal only. And get back a working function on the website in one day. Excellent response time …

It was all from the touch of my phone secured and easy!!! Thank you.

I have been extremely disappointed with my experience with Valon. My previous loan servicer confirmed that $6,111.34 in escrow funds was transferred to Valon when my loan servicing changed, yet those funds are nowhere to be found in my escrow account. I have provided documentation proving the transfer and have contacted Valon multiple times, but I have yet to receive a meaningful response or explanation.

To make matters worse, Valon is collecting an excessive amount for my monthly escrow payment. Their escrow analysis appears to ignore the fact that I have already paid a portion of my insurance premiums directly, resulting in an unnecessary overcollection every month.

As a homeowner, I expect accurate accounting, transparency, and timely customer service. Instead, I have received little communication while trying to resolve issues involving thousands of dollars. I hope someone from Valon will finally review my account, locate the missing escrow funds, correct the escrow calculation, and provide the level of service customers deserve.

The company is great. Questions always answered. Never had a problem.

I just got my mortgage transferred, the payment didn't happened yet, and you are already asking?! This automated without customer in mind.

Everything was easy so far.. All things are not updated yet, I will review again after 30 days. Thank you

Meh, mortgage got transferred from company previously servicing it. Letter from previous company included information about “new” Valon account. It took weeks before Valon website recognized me with account information. Never received any information from directly Valon about them taking over, but able to log in confirmation enough(?).

Account creation process on par with any other banking service, slightly heavier on the “Are you sure you don’t want us to sell your personal information?” prompts

I am a Valon mortgage customer who is gainfully employed with an 800+ credit score. My initial HELOC application was completed 5/22/26.

While it very easy to apply for my HELOC over the phone ... although the automated voice that I worked with felt rushed and non-human... once that process was complete I received NO information on the status of my application for weeks.

The "expiration date" in my dashboard kept changing (14 days, 28 days, 7 days) which made me think there was an issue, but no one contacted me.

I reached out to the person listed as my loan officer two times via email and never heard back from them.

I used the virtual chat assistant three times...it could not give me any details beyond "It's still being reviewed". And it did not escalate me to a human agent until I seemed to get frustrated on the second try. And the human agents still could not tell me what the hold up was and just said that the application was "still being reviewed”.

On 6/17, I finally found the complaints number online and called. After requesting to speak to a human, I talked to an actual person who explained that my dashboard was stuck on the Thank You screen.



She gave me a number for “Figure Support” and told me to tell them that I needed to have the Thank You screen unlocked so I could access the Conditions tab, which would tell me what was missing from my application. She also told me I could get similar help from the virtual chatbot.



I called the number, but while I was on hold, I decided to try the chatbot again. This time I told it what the issue was using the same language given to me by the human agent. After a bit of back and forth, I finally got a human in the chat who told me that I needed to upload a different deed than the one I already uploaded. 



She also told me that I needed to have it done by the 24th the (the following Thursday) or my application would expire. I was out of town at the time, so would definitely miss that deadline.



At that point, I was very uncomfortable by the whole process and lack of communication and decided to cancel my loan application. 



Please understand that I am a very patient person. But I also work in the user experience field and understand the value of clear communication and of guiding a user/customer through a process that meets both their needs and the needs of the company. 



Completing a loan application (which includes confidential details like bank account numbers and SSNs) and then hearing nothing about the status for weeks was strange and scary. I felt very much abandoned during process and was actually starting to wonder if I had given my information to fraudsters. NOT a good feeling. 



The thing that makes it more frustrating is that Valon is my mortgage holder. I have never had an issue with the company before … which is why I decided to use them for my HELOC. I am very surprise at how this went.



I will also throw this in… Just because AI is making processes easier and more streamlined for companies, doesn’t mean that it is right for everything. The chatbot did not have the ability to look at my account and tell me what the issue was. Had I known 2 weeks prior that I needed a different deed, I could have taken care of it while I was still in town.



Voicebots are also helpful, but even with the right words, if the delivery and cadence is wrong, it can turn a frustrated customer into an irate customer.



Sorry this is so long, but I hope it helps.