READ EVERY WORD and imagine . . . if EVERYONE that is dealing with the !%*##@! Saxon is shoveling out to its customers, would send a letter to them similar to this, what do you think might happen? Hopefully "We The People" will be heard and helped!
Acct# . . . . . .
16Dec08 @ 0945am
This is an email letter I am sending to Saxon Mortgage. I have exhausted all avenues to get this issue resolved. Please read and try to understand why you are receiving this email. I need help and Saxon will not help me. I am a citizen, I am a veteran of the Iraq War, I am a customer, I deserve better than this kind of treatment, we all deserve better. Please take the time to view other customer complaints; you will be amazed at the similarities. If you can not click through to this link, just go to ripoffreport.com and search Saxon Mortgage. This is just one link of hundreds that you can find information: http://www.ripoffreport.com/searchresults.asp?q5=saxon+mortgage&Search=Search&q1=ALL&q4=&q6=&q3=&q2=&q7=&searchtype=0&submit2=Search%21
I just wanted to let you know that the fees we spoke about back in Sept. of this year have still not been taken off my account. It has clearly been pushed to the side and forgotten or Saxon hoped I would forget. I gave Saxon Mort. over a month to do something that should have only taken a few days if that. Really it has been over two years since this issue was brought up, and nothing but empty promises and lies about fixing the problem have been told to me.
Can you answer why Saxon is not willing to do this for me? The fees were clearly added to my account while I was under the Soldiers and Sailors Act, which is a violation of the law. Yet Saxon is not, and will not fix this problem which is showing on my credit report thus creating a problem for me and my family.
The following people have promised to take care of this issue in the past 4 months:
Stephanie - 2Sep08, Angela - 2Sep08, Arnold(Manager) 5Sep08, Ruby 23Sep08, Robbie 21Oct08, and your self Martha. The list is much larger, going all the way back to July of 2006 while I was serving on active duty. This year, while I was serving our country in Iraq, Saxon made no effort to help my wife. When I returned home in March of this year, I started my own campaign, and have talked to dozens of representatives, managers, supervisors to no avail.
Do you recognize this statement?
Saxon Mortgage is committed to serving our customer by providing creative financial products built upon a foundation of credit quality and risk management; building relationships through a passion for superior customer service and mutual respect; and creating value for our customers, employees and stakeholders through stable long-term growth and solid returns, while cultivating a culture of trust, honesty and integrity.
Saxon Mortgage's goal is to provide attentive service to its customers. Saxon is dedicated to delivering accurate information in a timely manner, empowering its employees to make decisions, and providing First Call resolution. Through honesty, dependability, and attention to detail, Saxon will demonstrate its ability to exceed the service needs of its customers.
This is the Saxon Mortgage "Mission Statement." So you think Saxon is following this statement? I don't, and probably you don't as well. If I could email your President or CEO I would, but customers are not allowed to contact any one who can actually make decisions, and/or fix problems.
I have proof of over two years of on-time payments. I have proof I have been contacting Saxon since July 2006 about this issue. I have proof Nothing has been done. OVER TWO YEARS!
I am forwarding this email to my State Representative Patrick Rose, my Congressman Mr. Lloyd Doggett, the Veterans Administration, Senator Kay Bailey Hutchison, Senator John Cornyn, news stations in Dallas and Austin, Morgan Stanley, Texas Veterans Commission, the Veterans Administration and anyone else that will listen.
Acct# . . . . . .
So, there it is. I sent that email two days ago.
Saxon does not openly show customers an email to send requests, complaints, documents or anything. I had to ask this supervisor for hers so that I could send her proof of a document. Try to get all the supervisors you can to give you their emails for some reason or another and then send a letter like this to them. The more supervisors and managers getting emails like this will surely open the Escalation Departments eyes, and your state representatives eyes as well.
Martha is a supervisor - direct ext. 207731
Arnold is a Manager - #7775 (not sure if this is his ext # or just his ID #)
I cc'd the following people on this email so Saxon would see that I really was serious, and so they could actually see the other people I sent this out to:
. . . . .@morganstanley.com ( I sent this to Morgan Stanley because they own Saxon),
. . . . .@hutchison.senate.gov (one of my Senators)
. . . . .@ktvt.com (this is a news station in Dallas, you might think about one in Fort Worth)
. . . . .@vba.va.gov (this is the Texas Veterans Commission since I am a Vet),
I also had to go directly to my State Representative's web site, my Congressman's website, my Senator's website, the Veterans Administration and the New8 website here in Austin to use the online contact form. I just cut and pasted the original email.
These are only a few folks I could have email this letter to, If it didn't work the first time I was prepared to keep sending it to top politicians, bankers, advocates, you name it.
HERE'S WHAT HAPPENED: With in 1 hour I got a call from Athena Walker. Apparently she is a research specialist with the "Community Outreach" department of Saxon Mortgage. Address: Saxon Mortgage Services Inc. 4708 Mercantile Drive North, Fort Worth, Texas 76137.
Phone #817-852-2048 (this is a new number you may not have seen before)
She immediately apologized and stated that my account was fixed, fees have been waived and a refund check will be sent to my home for all the extra fees that were charge during this whole ordeal. A nice amount, but no where near the amount it should be for the unbelievable pain and anguish they put me and my wife through. You all know what I'm talking about. In response to her statements, I said that I had heard that at least 400 times over the last 24 months and why should I believe her now.
She said she worked in the "Escalation Dept." and that they could and did fix all the issues on my account and made it current. I then told her, nicely, when I see the account fixed and have the check in hand I will call her back and thank her.
That was on the 16th of December. On the 17th of December I received a FedEx overnight letter of apology with a payment history showing everything is ok. Letter States: Dear Mr. . . . ., Saxon Mortgage Services, Inc. is in receipt of your correspondence regarding the above referenced account. Please accept our apologies for the delay in processing your request to waive fees. We continue to be committed to providing our customers with the highest standard of customer service. (what ever . . .)
It continues with the amount and time when the check should arrive and so on. Then it states "If you have any additional questions please feel free to contact our Customer Service Department toll-free at 1-800-594-8422 . . . are you kidding me. This number does absolutely NOTHING, we all know this right?
I did all this to see if I pushed a little harder what would happen. Well, something happened. I really hope my issues are resolved.
But all of you; you have to tell your community leaders as well, your Representatives, your Senators, your Congressman, everyone until they get the picture of what's going on here.
Tell everyone about this post. Copy and paste it to other forums and chat-rooms. Send it to Blogs across the nation. Get the word out that if enough people do something similar to this, things may change. I want/need to see a response to this and hopefully Saxon will bend under the pressure "YOU" apply! I'll give an update in a few days if Saxon actually sends me the money.
Thank you for taking the time to read this. I hope it give you ideas how to continue the fight. Someone will listen; you just have to find them.