Complaints and Other Requests
If you’re having a problem with any part of your mortgage experience, we want to address it. You can contact our Client Engagement team at 855-218-3690, Monday to Friday, 9 AM to 8 PM ET, excluding public holidays. To submit a complaint anonymously, you may use our anonymous complaints page.
For general inquiries and requests, you can also contact us by email at support@valon.com.
Qualified Written Requests
To file a formal complaint, notice of error, request for information, or other qualified written request, please mail a letter to:
Albuquerque, NM 87120
We'll provide written confirmation that we've received your communication within 5 business days of receipt and respond to it promptly, in accordance with applicable law. You can find more information about filing notices of error and requests for information here.
For Issues on Your HELOC Billing Statement
If you think your bill is wrong, or if you need more information about a transaction on your bill, write us at Valon Mortgage, Inc. 6300 Riverside Plaza Ln NW Ste 118 PMB 464190 Albuquerque, NM 87120 as soon as possible. You may also contact us by email at complaints@valon.com. We must hear from you no later than 60 days after we sent you the first bill on which the error or problem appeared. You can telephone us, but doing so will not preserve your rights. In your letter, give us the following information:
- Your name and account number.
- The dollar amount of the suspected error.
- Describe the error and explain, if you can, why you believe there is an error. If you need more information, describe the item you are unsure about.
Arkansas Residents
Valon Mortgage, Inc. is licensed by the Arkansas Securities Department, and all complaints can be submitted to the Securities Department via the Department's website (http://www.securities.arkansas.gov) or toll-free at 800-981-4429.
Hawaii Residents
Please note that Valon Mortgage, Inc. is licensed in Hawaii and that complaints about Valon Mortgage, Inc. may be submitted to the Hawaii Division of Financial Institutions Department of Commerce and Consumer Affairs atdfi-nmls@dcca.hawaii.gov or the following address:
Division of Financial Institutions
Department of Commerce and Consumer Affairs
P.O. Box 2054
Honolulu, HI 96805
Maryland Residents
Complaints and inquiries can be sent to the attention of Cory Clayton, Director of Client Experience, at Valon Mortgage, Inc., 6300 Riverside Plaza Ln NW Ste 118 PMB 464190, Albuquerque, NM 87120. They can also be reached at our toll-free number: 855-218-3690. We will respond to all written inquiries and complaints within 15 days. Failure to comply with Md. Code Ann., Com. Law § 13-316 will result in Valon Mortgage, Inc. being held liable for damages caused by the violation.
New York Residents
Valon Mortgage, Inc. is registered with the New York State Department of Financial Services Superintendent. You may file complaints and obtain further information about the servicer by contacting the New York State Department of Financial Services Consumer Assistance Unit at 1-800-342-3736 or by visiting the department's website at www.dfs.ny.gov.
North Carolina Residents
Valon Mortgage, Inc. (14647 S. 50th St Ste A-150, Phoenix, AZ 85044) is licensed by the North Carolina Commissioner of Banks (License # L-205240), and all complaints can be submitted to the Commissioner. Valon Mortgage, Inc. is also licensed as a North Carolina Collection Agency (Permit # 516906173) by the North Carolina Department of Insurance. If you believe a loss mitigation request has been wrongly denied, you may file a complaint with the North Carolina Office of the Commissioner of Banks website, www.nccob.gov.
Texas Residents
CONSUMERS WISHING TO FILE A COMPLAINT AGAINST A MORTGAGE BANKER OR A LICENSED MORTGAGE BANKER RESIDENTIAL MORTGAGE LOAN ORIGINATOR SHOULD COMPLETE AND SEND A COMPLAINT FORM TO THE TEXAS DEPARTMENT OF SAVINGS AND MORTGAGE LENDING, 2601 NORTH LAMAR, SUITE 201, AUSTIN, TEXAS 78705. COMPLAINT FORMS AND INSTRUCTIONS MAY BE OBTAINED FROM THE DEPARTMENT’S WEBSITE AT WWW.SML.TEXAS.GOV. A TOLL-FREE CONSUMER HOTLINE IS AVAILABLE AT 1-877-276-5550. THE DEPARTMENT MAINTAINS A RECOVERY FUND TO MAKE PAYMENTS OF CERTAIN ACTUAL OUT OF POCKET DAMAGES SUSTAINED BY BORROWERS CAUSED BY ACTS OF LICENSED MORTGAGE BANKER RESIDENTIAL MORTGAGE LOAN ORIGINATORS. A WRITTEN APPLICATION FOR REIMBURSEMENT FROM THE RECOVERY FUND MUST BE FILED WITH AND INVESTIGATED BY THE DEPARTMENT PRIOR TO THE PAYMENT OF A CLAIM. FOR MORE INFORMATION ABOUT THE RECOVERY FUND, PLEASE CONSULT THE DEPARTMENT’S WEBSITE AT WWW.SML.TEXAS.GOV.
