The worst refinancing experience! I found ResFund on Zillow when I decided to refinance my mortgage before rates went up at the end of July. After the initial contact where Tom Krug sold me on his “great” and “experienced” company and staff, I was given a decent re-fi rate and a 45 day lock. Every document they asked for I got to them immediately. I was called on a Thursday, during the loan process, for an appraisal appointment. The appraiser and I made it for the following Monday – three days later. When it came time to subordinate my second, Residential Funding Group messed up the docs and my lender had to return them and have them redone. This delayed the loan process by TWO WEEKS! When it came down to day 42 of the loan process, I was told by ResFund that they needed to extend my lock by two days and it would cost me $280! I e-mailed back that that wasn’t right since the delay was caused by them in making errors on the subordination docs – a two week delay! Tom Krug e-mailed me back and condescendingly said that “pointing fingers” didn’t “make sense” and that the delay was caused by me not having the appraisal done sooner. We exchanged several e-mails in which I kept explaining that they should accept the cost of the delay and not extend it to me. In each reply Tom Krug was, in my opinion, increasing unprofessional and condescending and never accepted responsibility for his company’s mistake. Finally, the only recourse I had was to let him know that I was going to spread the word about how awful I was treated by his company. His response was that by doing this I would be taking away his livelihood and the way in which he “provides for his family.” Really? When I am a single mom providing for my kids and he is taking money from me for a mistake his company made? The final straw was when he later said I must just be “frustrated” and, “Potentially hurting a persons livelihood as you suggested is not appropriate as there would certainly be consequences for both parties.” What’s not appropriate is charging a customer for your mistake! It’s totally appropriate for a customer who has been wronged to speak up and let others know about the awful experience. And what “consequences” with regard to me? Is that a threat? I have every right to speak my opinion and spread the truth. Bottom line, in my opinion: Residential Funding Group is incompetent and has very poor customer service. Their motto is "Always in your best interest". Really?! I don’t think so. I wouldn’t, and will never, use Residential Funding Group again.