Mortgage -- Trouble during payment process -- Complaint #8699831
Complaint Overview
Complaint ID: 8699831
Company: Valon Technologies, INC.
Product: Mortgage
Sub-Product: Conventional home mortgage
Issue: Trouble during payment process
Sub-Issue: Trying to communicate with the company to fix an issue while managing or servicing your loan
State: Oregon
ZIP Code: 97405
Date Received: 2024-04-04T12:00:00-05:00
Date Sent to Company: 2024-04-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Consumer Narrative
Valon XXXX XXXX # XXXX requires a captcha during the login process to access my mortgage account. Often the captcha fails, and after spending 2-3 minutes clicking 4-6 times each on over 10 separate images ( 40-60 clicks total ), I have still not gotten into my online mortgage account to be able to pay the mortgage and receive the monthly bill. No other financial institution that use requires me to click on images to login to my personal accounts. Note that I have a two-factor requirement enabled ( text to my phone ), and I support this strong security feature. But, the captcha has delayed or prevented me from logging in on several occasions -- the images are often ambiguous -- and this is completely unacceptable. I contacted Valon about this issue, requesting that they remove the captcha from ( at least ) my account. My email XXXX XXXX XXXX XXXX XXXX Dear XXXX, I am generally happy with the mortgage servicing from Valon XXXX after my mortgage servicing was transferred to you last summer XXXX. However, I have been excessively frustrated with the captcha login requirement to get into my mortgage account. I have financial relationships with a large number of other banks and non-bank financial companies, and at no other company have I had to click on images before being able to login to my account. Note that I have no objection to a two-factor requirement ( text to my phone ), and in fact this is a good security feature. But, the captcha has prevented me from logging in on several occasions XXXX the images are often ambiguous XXXX and this is completely unacceptable. Please remove the captcha requirement to login to my XXXX mortgage account. I would very much hope that this is not an issue I need to raise with the Consumer Financial Protection Bureau, my XXXX representative, and/or social media to get resolved. XXXX XXXX XXXX XXXX Their completely unacceptable response : " Hello, Thank you for taking the time to reach out to us with your concerns. I understand this could cause you concern, however, this is not a feature we are able to turn off as it is controlled by our authentication provider. We apologize this has caused you frustration, but we hope this provides more understanding to the feature. If you have additional questions or concerns, please visit our Help Center at XXXX or contact us via phone or email at XXXX. Valon XXXX is here to assist you with all of your mortgage needs. We hope you have a great day! Thank you, XXXX Servicing Team Hours of Operation : Monday-Friday XXXX EST Phone : XXXX ( XXXX ) XXXX Email : XXXX ''
Frequently Asked Questions
What is Complaint #8699831 about?
Complaint #8699831 was filed against Valon Technologies, INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2024-04-04T12:00:00-05:00.
How did Valon Technologies, INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Valon Technologies, INC.?
Yes, visit the Valon Technologies, INC. company profile at readthecomplaint.com/company/valon-technologies-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.