I've found companies that hold mortgages tend to do that sort of thing -- they really don't get the concept that Steve Jobs & others promoted that 'someone is going to eat your business, so we'd better cannibalize it first'.

Trying to get two different refis, different houses, different lenders, the original lender kept stringing me along so long that I'd literally found several better deals, selected one, signed & closed before their refi dept responded with a meaningful contact who could actually move forward with a deal. They had my business by default, all they would have had to do is respond promptly, but I had to say "sorry, you lost".

Just myopic. Seems they think if they don't respond, we'll not bother.