Help with Disputes

Need to report an issue to our team? You can send us a dispute.

Disputes are requests to investigate an issue that you believe Valon made on your account. Once we receive a dispute, we’ll confirm receipt within 5 business days and respond within 15 business days with a resolution. 

Determining the Type of Dispute

The process for addressing and resolving an issue will depend on the type of dispute:

• Credit Reporting Issues: If there is an issue with the information that Valon reported to the credit bureaus (i.e., a payment was marked as late and your score was negatively impacted). For details about this type of dispute, see Understanding Credit Reporting.
• Payment Issues: A problem with a payment you made to Valon or the amount of your escrow payment. Disputes can be submitted by email, mail, or phone, and should include all information about the payment in dispute (the date sent, payment method, amount, and any issues with the payment allocation, if applicable).

💡 Tip: If you sent a payment to your previous servicer within the first 60 days of your transfer to us, your previous servicer will forward us the payment.

• Debt Issues: An issue with the details of your debt outlined in the Debt Validation Notice (a document included in your welcome packet from Valon). The notice advises which parts of the debt you are able to dispute, as well as how to submit a dispute by email or mail.
• Original Creditor Information Request: Requesting the name and address of the owner of the debt within the period outlined in the Debt Validation Notice. Requests can be submitted by email or mail, as instructed in the Debt Validation Notice.

💡 Tip: If you’re not looking to submit a dispute, but have general questions about your loan or original creditor information, you can email us a general inquiry and we'll investigate.

• Notice of Error: Any other errors made that don’t fall into the categories above. To submit a Notice of Error, you can use this Consumer Financial Protection Bureau (CFPB) template and mail it to Valon. 

Submitting a Dispute (or General Inquiry) to Valon

When submitting a dispute, please remember to include the required information mentioned above.