I have refinanced our home in the past and know from first hand experience how the process should go. Prodigy did an excellent job communicating with me in the beginning and did a great job getting me locked into a loan term I could live with. Service from that point forward left quite a bit to be desired. I was told the bank was having issues implementing the "new policies" among other things. I ended up needing two rate lock extensions that cost quite a bit of money. After that period of time, better rates and better deals could have been had. However, I felt obligated to stick with prodigy at that point since they had spent their own hard earned money on me. Bear in mind, they did not pass these costs on to me - which is a HUGE plus for them. It was after we got the full blown go ahead that we found out what "the real issues" were. Namely, my wife's change of employment had thrown a huge monkey wrench in everything. Had we known that this was an issue, we could have avoided the refi process all together and saved everyone a ton of headaches. But this info did not come out until MUCH too late in the game......at a point where everyone was sort of pot committed. That being said - prodigy worked their a** off to get us approved and closed. I think they pulled some rabbits out of hats to make it happen. I am grateful for their hard work in that regard. When looked at in hindsight, I can say that I would not go through the process again given our circumstances (we had no need to refi - just trying to capitalize on the all time low rates). Furthermore, I would likely not choose prodigy again because of the run around we got while going through the process (or so it seemed to us when contrasted with our previous experiences). However, if you are just looking for a group of guys who can get the job done, and get you as good a deal as possible and don't much care about the "service" aspect of it - then they may be the brokers for you.