After the initial, friendly contact with the consultant for a refinance. I was handed over to a series of separate people who apparently didn't communicate with each other. I was sent conflicting emails, they started to send marketing material I didn't want, and after initial approval was asked a series of questions requiring me to furnish documents they hadn't required before. Had emails from people in Washington State, Colorado, Utah, and Arizona, none of whom appeared to coordinate with each other. I finally withdrew my application after wasting a lot of time. Plus, the closing costs were $1,000 more than I can get locally. Do yourself a favor and don't waste your time. Go with a local credit union.