Learn about the Saxon Mortgage Escalation Team

Beginning some time yesterday afternoon – May 12, 2009, we received comments that appear to be replies to many of your complaints. Rather than approve each and every comment, we shall print some of them here. This is just one reply from Saxon:

In order to further review your situation, we ask that you please contact us directly at EscalationTeam@saxonmsi.com at your earliest convenience.

Warm Regards,

Escalation Team
Saxon

You apparently have one more avenue of communication with Saxon Mortgage. Please let us know if your problems were resolved in a satisfactory manner, and resolved in a timely manner.

Here is another comment from what appears to be Saxon Mortgage:

We are truly sorry to hear your frustration with Saxon’s service. Saxon strives for excellent customer service. We would like the opportunity to research your concerns regarding your Chapter 13 Bankruptcy payments. In order to do so, we ask that you please contact us directly at EscalationTeam@saxonmsi.com at your earliest convenience.

When the first five comments were received my wife called Saxon, speaking to a customer service rep. Clearly this person is not on the “escalation team.”

This is the definition of a Saxon Escalation Specialist, courtesy of Simply Hired:
“JOB PURPOSE STATEMENT: The Escalation Specialist will demonstrate a commitment to providing the highest quality of service to the customers by providing timely responses to written requests or telephone inquiries, internal tasks and general disputes. The focus of this job is on producing high quality, detailed work based on established regulatory guidelines, standards and procedures.”

While it is not the responsibility of this website – Saxon Watch – to provide a format in which Saxon’s escalation team simply says, “email us,” as a reply to every complaint, we will publish this article at the top of our website.

Is the escalation team just another layer of frustration, or can they actually do something? Time will tell, and as an account holder, my wife will also test the escalation team. Let us know how you benefit, or failed to benefit, from their help.

This structure seems like the old tactic of “let me speak to your supervisor”, but regular customer service reps do not seem willing to escalate specific issues.

Here are more comments from the escalation team:

We are truly sorry to hear your frustration with Saxon’s service. Saxon strives for excellent customer service. We would like the opportunity to rectify any error that may have been made on our part. We would like to take a closer look at your situation. In order to do so, we ask that you please contact us directly at EscalationTeam@saxonmsi.com at your earliest convenience.

And another:

We are sorry to hear your frustration with Saxon’s service. We apologize for any errors that may have been made on our part as Saxon strives for excellent customer service. Because you may be experiencing a financial hardship, we would like the opportunity to assist you in exploring options to help you keep your home or to ease your transition to a new home. Additionally, we would like to research your concerns regarding your mortgage payments and escrow account. In order to further review your situation, we ask that you please contact us directly at EscalationTeam@saxonmsi.com at your earliest convenience.

Final thoughts:

I will not approve every comment from Saxon’s escalation team. This article will suffice. Try putting a block on your own website, telling customers about the escalation team.

Give customers a phone number instead of an email address. Put a recorded message on the Saxon switchboard, probably right after the debt collector warning.

Mail a notice to account holders, notifying them of the escalation team. While you are at it, tell us how you are spending our government money. Does it fund the escalation team?

All further comments from the Saxon Mortgage Services Inc Escalation Team will be disapproved.

For the legal team: If Saxon Mortgage and/or Morgan Stanley, as the parent company of Saxon Mortgage, wishes to respond to complaints published on this website, you are encouraged to do so. We will publish your position in a regular article, and will attribute it to you. We will publish one position paper, and only one. We will not publish a reply to every complaint, and are not required to do so.

9 thoughts on “Learn about the Saxon Mortgage Escalation Team

  1. Sounds to me like they feel the heat and hate it that people are ready to take them to task and go to court.

    They very well know that a US court will open them up to massive losses and lawsuits. Because every detail about them will be made public.

  2. I was given an email address to my “specialist” that kept bouncing back. It just wouldn’t work. I’ve been working with the AG office of PA. They are “looking into” Saxon mortgage services because they received bail out funds and haven’t been working to ‘explore other options’ to help people.

    I did receive a letter that made mention that they have a passion to provide excellent customer service and to build a relationship of trust, honesty and Integrity with its clients.

  3. Hey I just found your website. My mortgage was sold to Saxon, just after I bought the home, I’d estimate that was 5 years ago.

    I pretty much hate them, the first day that they got the mortgage, they started hounding me, harassing me for payment.

    I wrote them a written letter demanding that they never contact me, except in writing.

    At first, they accepted that, they wrote me a letter back, and it said they would back off, but that if I ever got behind in payments, it was my responsibility to notify them.

    So great, for several years, we lived with each other. My payment is due on the 1st of the month, with a grace period till the 15th.

    Every month I paid between the 1st and the 15th, just occasionally before the 1st, but never after the 15th.

    A few months ago they started their harassment campaign again, and I issue another complaint, and this time they stated they had the legal right to ‘contact’ (harass) and that paying after the 1st is late.

    Fine. I will change my payment date to the 15th officially.

    I haven’t missed a payment, not a single late strike on my credit report for 7 years. But they’ve figured out they need to harass me, to keep me in line.

    Geez, I hate these people.

    • The Saxon policy is to stop contacting you, as they did, after you send written notification. You did that, and it was effective. Unless you received some notification to the contrary, your standing order is still in effect. Report them to the FCC (because they are calling you) and your state attorney general. You may need to furnish proof of your original letter.

      Saxon Mortgage is the worst I’ve ever seen, and that is why we started this website. To simply accept these idiots hounding a middle-aged home owner with perfect credit is not going to happen. I warned them, and everything you see on this website is their own doing. Saxon had the opportunity to remove us from their harassment list, but failed to understand my sincerity and tenacity when it comes to protecting our family.

      I think most people feel the same way. Saxon Mortgage Services reflects poorly on Morgan Stanley and the entire mortgage servicing industry. When the right person comes along Saxon will pay dearly. It is just a matter of time, the right regulator or enforcement agency, and Saxon’s track record will put them behind bars like Mozilo and Countrywide.

  4. It appears to me Saxon is constantly “updating” their collections’ tactics with new strategies of harassment.

    For 4 weeks, after I submitted a completed loan packet to Titanium Soutions requesting a loan modification, I started receiving weekly phone calls (Saxon) that would not leave a message unless answered.

    Since I was waiting for a response, and having previously been told the LAST modification request was “closed” due to “no response from customer, ” I answered wanting to discuss my request. But I got a recording to call a “special” number. The first number did not work and dumped me on a recording. I then began to get different numbers weekly requesting my response.

    Every week, I called the number, thinking it was news on the modification “paperwork” or having someone assigned for handling a modification. Every week, instead, I got Collections Department in return. There was not any contact from loss/mit, the department that handles these modifications.

    The Collections Agents are abusive! They read the mini miranda making you feel small. Okay, then this is not the department I need, can you transfer me?

    No mam, I am qualified to do these, give me your sensitive information again. Run me the numbers of everything you just faxed in triplicate and I’ll see if you qualify? Each contact eventually harrassed me and told me “I was not qualified” and then attempted to collect money through scare tactics.

    Accordingly, every servicing department has an agenda, but Collections Dept is using the HAMP program PR to harrass people by providing a “special” number directing accounts to their division… for another try. It’s sneaky. It’s unethical. They did not hire enough people to do the job, the longer they leave you “waiting for a response” and going through collections, the higher your “modified loan” is as it collects a higher rate interest. (Um, good for them, bad for me.)

    Most of the employment listings (33?) I saw, were in foreclosure, REO, and for anaylists. I think 2 or 3 were in Modification support with one for a Public Relations Expert.

    I too, am tired of the games Saxon plays. They just keep inventing new ones. I suppose it’s not un-expected to have a predatory servicer with the predatory loan, hey?

  5. So what can we actually do to get a loan modified with Saxon?? I think that’s the biggest question, especially for me. We’re getting threatening letters from Saxon stating we have 30 days to pay our balance. If everyone’s tried to do loan mods with Saxon to no avail, what can we do to not lose our home to Saxon??? I’ve emailed our governor (CT) regarding this website and regarding how Saxon is taking govt money and not doing what they can to help their customers, but really, what can I do TODAY?

  6. Does anyone out there know a working loss mitigation/short sale Dept. telephone number or direct email address for Saxon Mortgage, please? Regular folks are not the only ones having trouble with this loan servicer, but also us attornies who handle short sales as ITS agent, representing Saxon to get a load off its shoulders.

  7. 7/26/2009

    My husband and I had our loan sold to Saxon Mortgage about 5 years ago. We were not happy about this but, what could we do? Especially finding out they are a title, tax and insurance company as well. We always made our payments on time.

    In July of 2005 we had called in to make our payment and which we did frequently. It was DENIED due to wrong amount. We ofcoarse questioned this and there was an added increase of over $400.00 in our payment. We were told it was due to Escrow. Easily fixed because we paid our taxs and homeowners insurance out of pocket. So we faxed and mailed a copy of our ” paid ” taxs. No one recieved them!!

    Finally we sent our mortgage payment in and it was stamed and returned for the wrong amount. So, we decided to send another payment with the increase as we were told to do until all was figured out. That was stamped and sent back to us. Now here we are almost 3 months into no payments being accepted, no letters or calls returned and no one straight answer.

    All we recieved was very rude CSR’s and threatened by them as well. On our 3rd month of calling Saxon, The FTC, BBB, Attorney General and more state agencies we recieved several letters that said amount due!! All the amounts differd! State and local government agencies were trying to help us as well but, with no response as well. A CSR named Jeremy told us on the 3rd month that the increase was due to Homeoweners Ins.

    Hmmm…So, here we go again and give phone numbers, address, send fax, email, and copy of updated and PAID homeowners ins. Ofcoarse no one recieved this either. They were charging us 2 1/2 years of FORCEPLACED INSURANCE THAT WAS OVER $3000.00. That is against the law! No one would still help us! We contacted Loss and Mitigation several times and other divisions of Saxon with no response in the 30 day grace period and in which is the law.

    We were served forclosure papers in October of 2005. We had all the proof and everything and no one would help us! We batteled in court for 3 years to come down to THEIR AGREEMENT! We did not want to agree but, had plans to sue Saxon for what they did. We wanted to keep our family home that we live in still since 2000. There was a written and singed order from Judge Wheaton in Dupage Co. Illinois!!!

    We also sent Saxon thousands of dollars as part of the agreement 05/08 and our first loan payment was due on July 7, 2008. Remember there is so much more information for these 3 years of stress! Now In July here we go calling Saxon Mortgage to make our first payment in 3 years. Can you believe it was DENIED!!!! They increase our payment again over $400.00. It was like Dejavu with a huge slap in the face.

    We called our Attorney and he called the Attorney who represented Saxon in the mean time. We waited and waited and finally recieved ” we wash our hands of the situation.” We went to court and filed a petition for BREACH OF CONTRACT and Judge Fullerton told us that he could do nothing because 30 days had already passed. Here we go again. Several calls later and no one at Saxon seems to have these court documents. Hmmm….We were out of forclosure for not even 4 months and here we are again!!!!

    This time representing ourselves due to a work injury my husband sustained and which led to spinal fusion. So, funds are limited right now. THIS SO CALLED MORTGAGE COMPANY IS A PREDATOR. THEY ARE A PREDATORY SERVICE. Please if anyone cares HELP. This is our families home and we want to keep it! We cannot even sell it with the economy right now!!!!

  8. 7/26/2009

    My husband and I had our loan sold to Saxon Mortgage about 5 years ago. We were not happy about this but, what could we do? Especially finding out they are a title, tax and insurance company as well. We always made our payments on time.

    In July of 2005 we had called in to make our payment and which we did frequently. It was DENIED due to wrong amount. We ofcoarse questioned this and there was an added increase of over $400.00 in our payment. We were told it was due to Escrow. Easily fixed because we paid our taxs and homeowners insurance out of pocket. So we faxed and mailed a copy of our ” paid ” taxes.

    No one recieved them!! Finally we sent our mortgage payment in and it was stamed and returned for the wrong amount. So, we decided to send another payment with the increase as we were told to do until all was figured out. That was stamped and sent back to us. Now here we are almost 3 months into no payments being accepted, no letters or calls returned and no one straight answer. All we recieved was very rude CSR’s and threatened by them as well.

    On our 3rd month of calling Saxon, The FTC, BBB, Attorney General and more state agencies we recieved several letters that said amount due!! All the amounts differd! State and local government agencies were trying to help us as well but, with no response as well. A CSR named Jeremy told us on the 3rd month that the increase was due to Homeoweners Ins. Hmmm…So, here we go again and give phone numbers, address, send fax, email, and copy of updated and PAID homeowners ins. Of coarse no one recieved this either.

    They were charging us 2 1/2 years of FORCEPLACED INSURANCE THAT WAS OVER $3000.00. That is against the law! No one would still help us! We contacted Loss and Mitigation several times and other divisions of Saxon with no response in the 30 day grace period and in which is the law. We were served foreclosure papers in October of 2005. We had all the proof and everything and no one would help us!

    We battled in court for 3 years to come down to THEIR AGREEMENT! We did not want to agree but, had plans to sue Saxon for what they did. We wanted to keep our family home that we live in still since 2000. There was a written and singed order from Judge Wheaton in Dupage Co. Illinois!!! We also sent Saxon thousands of dollars as part of the agreement 05/08 and our first loan payment was due on July 7, 2008. Remember there is so much more information for these 3 years of stress!

    Now In July here we go calling Saxon Mortgage to make our first payment in 3 years. Can you believe it was DENIED!!!! They increase our payment again over $400.00. It was like Dejavu with a huge slap in the face. We called our Attorney and he called the Attorney who represented Saxon in the mean time. We waited and waited and finally recieved ” we wash our hands of the situation.” We went to court and filed a petition for BREACH OF CONTRACT and Judge Fullerton told us that he could do nothing because 30 days had already passed.

    Here we go again. Several calls later and no one at Saxon seems to have these court documents. Hmmm….We were out of forclosure for not even 4 months and here we are again!!!! This time representing ourselves due to a work injury my husband sustained and which led to spinal fusion. So, funds are limited right now.

    THIS SO CALLED MORTGAGE COMPANY IS A PREDATOR. THEY ARE A PREDATORY SERVICE. Please if anyone cares HELP. This is our families home and we want to keep it! We cannot even sell it with the economy right now!!!!
    Sincerely,
    Mrs. January S. Kopek
    ********* We do not mind being contacted by anyone who would like to try a civil lawsuit against this predatory servicer
    j.kopek@sbcglobal.net

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