In XXXX 2015 I began working with Watermark Home Loan ( broker : XXXX XXXX ) in order to refinance the current ARM on my primary residence. The result of this process was absolutely unacceptable. Only when I inquired about the status of my loan application two weeks prior to the expiry of the 45-day loan lock period, did I learn about missing documentation. I had been under the impression that it was their job to shepherd the process through to completion. Silly me - apparently it was my job! On multiple occasions sensitive documents ( containing social security numbers ) were transmitted via e-mail without password protection ( despite being described as password-protected ). And getting any response from them took multiple e-mail inquiries on my part. Finally, there was no accountability or apology for their total failure to complete the process. Excuses were made about " too many moving parts '' because I am semi-retired and living off of investment income. Meanwhile, I wasted a lot of time and money ( on a useless appraisal ), and lost a prime opportunity to refinance my ARM with a fixed rate loan. 
