5/7/09 Mortgage rate locked at 4.75% without point or escrow for $410k. 5/8/09 Lender waived $695 processing fee to match another broker's offer. 5/13/09 3rd party appraisal promised to call 5/14/09 Direct Mortgage (3rd party handles the appraisal due to new federal government procedure according to lender) repeatedly charging customer's credit card and caused credit card lock down. Appraisal loft handles the appraisal for Direct mortgage. Harbor Appraisal got order from Appraisal loft and made appoinment with the client. Appraisal alliance got order from Appraisal loft as well. Appraisal loft claims the order with Harbor Appraisal is cancelled, the latter knows nothing about it. 5/15/09 Lender was very apologetic. VP ensured customers that he would personally see to the matter and this is not the way they do business. 5/20/09 Home appraisal done by Appraisal appliance. 6/1/09 Lender confirmed the appraisal, waiting for report. 6/2/09 Appraisal loft contacted customer, claiming they can't locate the appraiser, thus setting up yet another appraisal by a different company on 6/3. 6/2/09 Lender apologizes for the home appraisal mess, confirming waiving the appraisal fee and promising report by 6/5 and the file will be closed asap. 6/8/09 Lender confirms receiving appraisal report. Lender also confirms relocking the 4.75% so customer has no worries and will push through paperwork same day. 6/17/09 Customer inquired, lender now says rate expired