I am currently working with firm and SunTrust bank...

I am currently working with firm and SunTrust bank for a mortgage refinance. The process has taken over 3 months for CEMA process. Every time I tried to reach out and was getting same pre-typed answer but no valid progress updates. The process working with them has been extremely frustrating and my note commitment and locked rate is expiring soon. I dont even know why it takes so long to procedure a couple files.