Most big banks don't have a clue about how to deal with people because their employees are just a bunch of robots trained to provide very scant service at best. It's not really their fault it's just the training or lack thereof that's provided to them by these "To Big To Fail" Institutions that are scared to death to let go of any of the bail out billions their sitting on.
Whew! Boy do I ever feel better now that I got that one off my chest. LOL!!
But mortgages are rarely "get pre-approved, then you get an offer accepted and they you just wait and close." There are often hiccups during the underwriting process, as well as before and after issues. A loan officer who takes forever to respond to you, or doesn't seem interested in putting you in the best loan program for your needs, or seems unsure of his decisions or simply grates on you, well, that 1/8 of a point they are saving you, better known as the 13 bucks a month savings, is not worth the aggravation.
It depends on your situation. I work with direct lenders as well as brokers. I always tell my clients to get a couple of opinions, so you can decide what works best for you. I'll be happy to provide you with referrals, if you need any.
DRE # 01759367