In the case of my experience I was very frustrated with the fact that at one point in time I was working with three different people. This made communication very difficult. I would say that better communication between the loan officers and from the loan officer to the customer could improve as well.
Definitely not customer friendly, asked for duplicate information duplicate times, did not keep to the time line I was given, no concept of how their actions and delays affect the customer. Actually no sense of customer service whatsoever - the underwriter that is. Borderline disrespectful - underwriter.
Should have had a list of items that were need at the very beginning. It was inconvenient for me and the loan officer try to forward or receive different items needed. It seem very unorganized and cost me 1% intrest. I am upset over the 1% intrest!! The loan officer did do a great job except get me locked into a lower intrest rate that was determined . It could have happened if there was more organization and a "laundry list" of items needed in the beginning...
