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.
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.
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.
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.