Lacked communication through out the process. Almost missed our closing date because our loan officer didnt tell us of deadlines in signing critical documents and didnt email us to tell us it was coming so the auto generated docusign email went to spam. Loan officer also didnt answer calls/text/email over the weekend which caused some frustration. Knowing the sensitivity and competitive nature of housing market in the DC area, you want to work with someone who is responsive within a reasonable time frame. Keystone also inflated a "Lender credit" that was never applied or given. They will tell you of a "lender credit" of x amount and then tell you that to get the market rate it will cost you x amount. So in the end, the lender credit they provide wasnt a real credit. I am giving them a 6 rather than a 0, because in the end we got what we needed to and we were able to settle in the time frame we needed to. I will say that the person we transacted most with seemed new to the role and so that maybe why. We were also able to talk with their more senior members of the company and it seems they course corrected at the end when we expressed our concerns.