This will wake a few people up.
I'm a broker. Half my family is in lending. Most as "bankers". I choose to be a broker despite some very nice offers.
Fact: about 65% of all loans originated in the U.S. are done by mortgage brokers.
Wouldn't you expect them to also have the most complaints? Now I can't speak for the rest of the country, but in Florida here are the numbers of complaints.
So now we know where the problems are. I hope this helps bring some clarity.
All the best,