I was contacted based on an internet inquiry within 24 hours. The representative answered all my questions and listed patiently to my "horror story" regarding my last online mortgage lender experience, then gave me his name and contact info and an assurance that the horror would not be repeated. The experience was very much as he initially described it would be and I was in frequent contact with him or another colleague through the entire closing process. Whether it was just in contrast to my previous experience, I don't know, but I was very pleased with the process and the outcome. I have even had follow-up correspondence from him since the closing and a promise to stay in touch.