I am having a similar experience. Likewise, I have 720+ scores, banking, investments, insurance with USAA. I applied a couple years ago to refinance. After being told they had all they nedded, I went to Europe for three months. Guess what, they needed more documentation. Since I could not get it to them, I lost my good faith deposit and never completed the refinance. I am now doing so again but adding a home equity line of credit at the same time. I was told that refinance cannot talk to home equity so I need to resubmit selected data/docs to both divisions. I am waiting to see what happens now when I am getting ready to head to FL. I hope I do not go from disappointed to p.o.ed.