Our Loan Officer was very great to work with. He answered us lots of questions and he was very patient and professional. Even when the interest rate reduced, he was able to work with us and got us slightly lower rate. When things were transition to the Client Care Specialist (who actually run details to finalize the loan for us), everything became a nightmare. We already got a bad sign that she might not the most detail-oriented person when she mistakenly sent us other load applicants' info. Fast forward, we did our best to provide all back-up documents as needed to the portal asap (at least 3 weeks if not 1 month before the closing date). When we followed up with client care specialist to see if she needs anything else from us to move things forward multiple times before the closing date (2 weeks, about 10 days, then 7 days), she said she had everything. Then when the closing is only 3 days away, she started firing up all the questions related to files that we have already provided weeks ago... Instead of looking through the portal, she simply asked us to send her again... To be honest, banks started transitioning staff/associate to work from home, it might be challenging. However, the WFH is very recent change, we did gave our client care specialist plenty of time (at least 2 - 3 weeks) before she had to WFH. We couldn't get final closing cost on time. We had to move our closing day by one day, because various parties could get the final closing number together. It was honestly very stressful situation for us. We got the final closing number the day before the closing and was able to wire the money. On the closing date, the final closing number changed anyway, we got a small check back.