4 ms·
I refinanced with them last year and it was a "meh" experience. Their rates/fees were good, and the UI made it pretty easy to work with, but they were incredibl
by suresk 5y ago
I refinanced with them last year and it was a "meh" experience. Their rates/fees were good, and the UI made it pretty easy to work with, but they were incredibly slow. I would have understood - it was a really busy time for refis - but the work flow would go something like this:
They'd ask for a document that they hadn't asked for previously and make a big deal that I needed to provide it to them in the next few hours or else we'd lose our rate, then when I did provide it I wouldn't hear from them for 2 weeks. Overall, even with an appraisal waiver, it took like 3 months for it to go through and I never waited more than a day to respond to requests for info/documents.
- mfrye0 5y agoMy experience exactly, though they also asked for the same document multiple times.
- suresk 5y agoYes! That too! A lot of this started after the rate lock was set to expire and they had to keep extending it (costing them a bit of money each time), so part of me thought the whole "You have until tomorrow morning to send us this document you've already sent us 3 times, or else your lock will expire" was a way for them to get out of it, but more likely it was just incompetence/overwork.
- achow 5y agoSounds like a poorly managed operation. Front end UI is slick but at the backend they did not have proper CRM workflows. Marketing mindset and not a product tech one.