Quicken will take your initial call in less than 30 seconds...after that, the further you are in the process, the longer the wait. It can go as long as 30 minutes if you have to talk with 2 people. I initiated contact with them and set up our account. However, they denied I existed and set-up the account only in my husband's name. The weird thing is is that I am a partner with my husband. We do loans toagether and continued to ok paperwork and review loan terms together. They talked to me on loan questions and I ok'd loan documents after reviewing them with my husband. After my computer had been compromised by Asians who took it over, I redid all passwords and couldn't remember the new one assigne to what I thought was my husband's and my account. They refused me access. I had worked 20 years full-time and the last 7 part-time, so my income wasn't going to be included for the loan. THEY CHOSE TO ON THEIR OWN WITHOUT ASKING US TO LOCK ME OUT OF THE TRANSACTION! The funny thing is that they claimed to provide better and personal customer service because they originate their own loans. Boy, what a line! I know we are a suspcious couple, we have been happily married for over 26 years--who does that any more! So, after security, who still refuses to talk to me, recorded my husband saying that it is ok to mention the loan to me, I could once again be involved. Our idea was that he works 60 plus hours per week and didn't have time for all the little things underwriters are known to ask for. I was to manage that and had been quite successfully. Then came the fun part. They took our $500 deposit to insure "our good faith". Boy, is that ever reveling! I decided because of the fee to not go with them. However, about 5 weeks later when the called, I decided we should since our mortgage broker hadn't yet finalized the deal. I regret this as he always was honest about where things were. They again demanded $500. They said that my mortgage broker was trying to rip me off with his extra fees. Fees that they would never charge me and that they could close the deal with 60 to 75 days. So, here we are at nearly 90 days. No loan yet. First, they called demanding $2500. I told them they would have to fork over some of that as that was higher than we had talked about--I went over the paperwork from the mortgage broker and they had claimed lower and implied under $2, 000. So, my original sales rep in wiriting in an email said that it would be lower than that. Then, they (Peter Ross)called and said that they had all of their information and that it would be between $1500 and $1700. Actually, at first he didn't even remember why he had called me because they are working so many deals at once. Then, he finally got our (I guess my husband's account) up on the computer. Three days later, they call up with a brand new bubbly flunky demanding that I prove we have $4800 available at close! This woman kept me on hold 10 minutes because after initially contacting me she realized I was not my husband and refused to tell me why she was calling even after I had been cleared weeks ago as having an IQ worthy of Quicken loans. So, I refused to talk further with her and asked for Peter. I hung up after being on hold for 10 minutes (there endless prattle about their greatness and services gets boring pretty fast.). She called me back and put me back on hold for 7 minutes. I finally got Peter and he was so jolly as he told me that interest rates had gone up. (I see from other complaints that this is a common tactic of theirs, to jack up the out-of-pocket costs last minute--maybe this is what pays for the stadium naming fees they incurred?) I told him that you don't triple closing costs in 3 days and that they could have locked the rate---later someone in president's office implied that they never lock the rate. Why not? Why does this make for great customer service? I wonder if the president's office really has anything to do with any president of any company as all they want to do is tell you how you are wrong and they are right. I was not allowed to talk with the president. I think this is also a scam just read other complaints.