With this bank I have always had only good memories and experiences except for 1 time. I was once pre-approved for my mortgage. When I called them for a follow-up, I happened to face poor service from one representative which made me contact another loan company. Of course, another company was much more supportive and helpful but I tried to give another chance to my favorite bank. I called them once again, and was redirected to the manager who apologized, and offered me a lower rate in the end. My condo is saved now, and I have never faced any poor service from the bank. I hope the rep was just having a bad day, and it would never happen again both with me and other clients.