Typical finance run-around. We re-financed our brick and mortar last years. It took 6 mos to complete. That's with credit scores around 800 and more than enough equity.
DD who is a mortgage broker lead us by the hand. We always had necessary forms/statements submitted same day they were solicited.
Problem was Freddie Mac was backing the load and their was a huge backlog of applications. We had to submit banking statements each month (total of 7 including initial app).
Having purchased 5 homes and one other re-fi, we had already learning the meaning of "PATIENCE". But we were pushed to our limits.
Agree with other posters, find a firm you feel half-way comfortable dealing with, especially one contact person and phone number.