New American Funding provided a very competitive loan package for us. When it came to actually getting the funding, it was a mess. I spent my 3 evenings before closing sending numerous documents over to NAF. This was despite the fact I sent numerous emails over the month leading up asking if they needed any more documentation from me, and if we were "still on track". Each time I was told we were "all good". The week of closing, we started receiving our loan conditions, which was to be expected. However, our underwriter left our file unfinished on Wednesday and was out of office until Friday. So come to Thursday night, and we were scrambling to complete a new set of loan conditions for another underwriter. I received word at almost midnight that we would be good to close, but we still had to change the terms with our home insurance company (something they had set up themselves!). When we arrived at the title company, the paperwork wasn't even close to being finalized and we were forced to wait for close to 2 hours to get things completed. We finally received our actual closing cost there, which made it impossible for me to bring a cashiers check for the exact amount, so we had to wire the money instead. This was a very disappointing experience for me, and wife. We had done everything we could to make sure that things were ready to go, and yet at the last minute we were rushing to get documents together that we could have sent over weeks ago. From a professional standpoint, their entire website process is a mess. When I go to their site, I have no way to view the important documents and instead have to go through completely separate emails. The duality here makes for an extremely unfriendly user experience. Furthermore, when we uploaded photos, the documents were compressed so far that we had to re-email the same photos because the originals were unrecognizable. It seems that NAF has some serious problems from a process management standpoint, as we had to send over the same documents multiple times. From my experience this tends to imply the use of multiple systems, or a lack of employees using the new system and instead relying on old systems. We call this failed change management, something that can cause serious performance deficiencies within a company. All in all, I was very impressed by the loan package NAF gave us, and the help from our loan officer which is the only reason they have a 3/10. The overall process for finalizing the loan makes me very concerned about the company as a whole and long term service provided on the loan. At too many points, it seemed like employees were on different wavelengths instead of working on a team. The number of documents I had to submit multiple times is also a great concern for me. I felt like the whole time I was shoving this across the finish line, when that is by no means my job or responsibility. I sincerely hope that I am the only one who has experienced this problem.