What to do when a Valon account holder dies
Report the death to Valon's Customer Service at 1-855-218-3690
Valon is now part of Carrington MortgageAcquired, effective August 2026
Valon Mortgage was acquired by Carrington Mortgage Services in 2026. Beginning August 1, 2026, Valon loans show Carrington Mortgage Services, LLC on statements, the online account, emails, and other servicing communications; the loan terms and the support phone number did not change.
When an account holder at Valon dies, the executor contacts the Customer Service (1-855-218-3690) to report the death and request the balance as of the date of death. The balance is a claim against the estate: it is paid from estate assets, in the order the state sets, before anything reaches the heirs.
Gather the account holder's full name, date of birth, and any known account or policy numbers before contacting Valon.
Death claim process
Follow these steps to file a death claim with Valon:
Filing a claim
- Successor in Interest: ownership of the property was transferred to you and you now appear on the deed, for example after the death of a co-owner of the property or of a relative.
- Executor of Estate: you are responsible for managing the deceased borrower's estate and assets, as a result of the borrower's death or of the borrower naming you executor in their will.
- Successor Trustee: you have taken over management of a trust that includes the property, either appointed as trustee before the grantor's death or inheriting the title after the death.
- An Applicant Contact Form: your name, relationship to the deceased borrower, property address, loan number, mailing address, email address, and phone number
- An Applicant Identity Verification Form: your name and Social Security Number or TIN; the trustee packet also asks for the trust name
- A third party sends a signed authorized third party form with the request if one is not already on file
- Payoffs are accepted only in certified funds: wire transfer, Real-Time Payment, certified check, or cashier's check
- Certified and cashier's checks go to 14647 S 50th St, Suite A-150, Phoenix, AZ 85044, and may take up to 14 days to be received
Required Documents
- Applicant Contact Form and Applicant Identity Verification FormFrom the application packet that matches your relationship to the property.
- Government-issued photo IDA copy.
- Death certificate, for a Successor in Interest or Executor of Estate applicationA copy.
- Deed showing you are the owner of the property, for a Successor in Interest applicationA copy.
- Property deed, for an Executor of Estate applicationA copy.
- Letters Testamentary or Letters of Administration, for an Executor of Estate applicationLetters Testamentary if the deceased left a will; Letters of Administration if not.
- Deed showing the property has been transferred to the trust, for a Successor Trustee applicationA copy.
- Trust document, for a Successor Trustee applicationA copy of the trust that names the grantor, trustee (including substitutes), and beneficiaries.
- Death certificate, or an obituary or newspaper article reporting the death, for a mortgage assistance application where the hardship is the death of a borrower or of a wage earner
Forms Valon issues1
- Successor in Interest Application, Executor of Estate Application, or Successor Trustee Application
Completed by the applicant. Available to download.1, 2, 3, 4
What happens to each kind of account1
- Loan
A successor whom Valon recognizes has the same power as the borrower, including access to the account, payments and all communications about the loan, without personal liability for the debt. They do not need to assume the loan to keep living in the home, and their credit is not affected if payments stop.1
A recognized successor receives no collections communications or negative credit reporting. Assuming the loan is a separate step, and Valon encourages payments so the property is not at risk of foreclosure.1
Federal law on calling a home loan after a death
These exemptions apply to a loan secured by residential real property containing less than five dwelling units.12 U.S.C. § 1701j-3(d); 12 CFR 191.5(b), 141.14Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer by devise, descent, or operation of law on the death of a joint tenant or tenant by the entirety.12 U.S.C. § 1701j-3(d)(3); 12 CFR 191.5(b)(1)(iii)Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer to a relative resulting from the death of a borrower.12 U.S.C. § 1701j-3(d)(5)Verified Oct 3, 2026View source
- A lender may not exercise a due-on-sale clause upon a transfer where the spouse or children of the borrower become an owner of the property.12 U.S.C. § 1701j-3(d)(6)Verified Oct 3, 2026View source
A federal regulation sets further conditions on these transfers.12 CFR 191.5(b)(1)(v)Verified Oct 3, 2026View source
What Valon provides to the estate1
- Payoff statement
Request a payoff statement in the online account, or have an authorized third party such as a title company email payoff@valon.com. The statement arrives within 5 business days.5
What Valon's agreement and guidance say1
- Fees
There is no fee to apply as a successor in interest, executor of estate, or successor trustee.1
Not in Valon's published guidance2
- How long a claim takes
- A mailing address for claim documents
Sources5
- 1.Property Transfers (Including due to a Homeowner's Passing)
- 2.Property-transfer application packet (article attachment 51944181555092)
- 3.Property-transfer application packet (article attachment 51944181557524)
- 4.Property-transfer application packet (article attachment 51944181555860)
- 5.Paying Off Your Mortgage
Valon's Customer Service can be reached by phone at 1-855-218-3690 and email at support@carringtonms.com for questions throughout the claims process.
Sources
- help.servicedbycarrington.com
- lending.servicedbycarrington.com
- help.valon.com
- uscode.house.gov
- valon.com
Data sourced from Valon primary sources (13 pages reviewed). How we research.
Valon death claims support
Customer Service (property transfers, including a homeowner's passing)
Phone
Hours
Website
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