I'm cynical by nature and I kept waiting for the "other shoe to drop" but it never did. I was/am surprised at how direct and smooth the process is. I expected it to be much more complex online. The loan officer and facilitator I worked with knew the process intimately and were both very professional and helpful. All the paperwork was simple, explained well and easy to read. I was told EXACTLY what papers I needed to provide so there were no 'do overs' so common with the in person process. Anyone who has gone thru the mortgage process knows just how big an aggravating pain in the derriere it can be. I was never frustrated or anxious throughout the process. Being able to access the progress of the loan online was also very helpful. It gave your exact place in the process. It was consoling to know that the process was running smoothly and on schedule. The communication with the team that served me was excellent and timely---no long waits for a response. Many thanks to whomever designed this system. I would like to thank by name Mr. Bedford Boone and Mr. Eric Swindlehurst. They gave me very good coaching on interest rates and did their utmost to see that I got the best deal I could--and I did. I refinanced a very small amount as loans go--48,000 but they couldn't have treated better if it had been for 48,000,000. Thank You, Bill O'Brien