I requested an online loan rate quote and, almost immediately, got a call back from Optimum Loan agent Brandon Castaneda. He was very proud of Optimum's having the best rates and described its no-cost refinancing option if rates decrease after six months. For my loan, the rate would have to decrease by 0.5% to qualify. I told him I had a loan processing with another provider and would get back to him. Four days later, I wrote him, asking for the loan offer in writing that he had given me. No response. The next day, I received an e-mail from him, saying that, if I had any questions, to let him know. I responded that I had asked him for a written loan offer. It's been a two days with no response, apparently, not having seen the e-mail I had sent him. If this is typical of Optimum's customer service, I have to agree with the negative reviews. Too bad this one non-responsive loan officer shook my faith in the Optimum's ability to get the loan done. Even though my pending rate lock is at a higher rate than Optimum's, it looks a whole lot better in light Optimum's poor customer service: ignoring me even before I had applied with them. In contrast, the loan officer with my pending application at another company has expressed a solid confidence in his ability to get the loan done. How much worse would Optimum be after winning my business because then it would have even less incentive to provide good customer service. The loan agent was saying I should lock in with a no-cost loan now at a slightly higher rate, wait six months and that I could then refi cost-free at a lower rate, "almost guaranteed 1/4th to 1/2 percent less" because he thought rates would fall this winter and I could then refinance without taking cash out. I researched its cost-free refinance offer. The last condition of several conditions says that Optimum can change its terms at any time. That makes the whole no-cost refi offer unreliable if Optimum can decide to end it at any time.