I just closed a refinance with Capital One, and overall the process went smoothly. Understand, I did my homework first and knew what I was looking to achieve. You don't have to have a degree in finance (which I do), but you can't walk in blind. My credit score came out in the mid 660's. I was refinancing to rid myself of another 8 years of FHA MPI. While most calculators show it would take 7 years to break even on the refi, none take into account the cost of mortgage insurance. I will break even in less than a year.
I responded to a promotional offer of a $1,00.00 discount in fees. Spoke to an originator who handed me off to team 5 for the grunt work. Everything was submitted online, and anything they asked for was submitted promptly. I (and they) stayed in contact via telephone and email frequently. Initial date of application was 10/2/15 and we closed on 12/7/15. I wished it had closed a little quicker, but overall I was pretty satisfied. I received a free 7 day rate extension due to their delay in getting the loan closed sooner.
DO YOUR HOMEWORK FIRST! Don't bitch and moan later, if you don't like it tell them no. The market is fairly competitive.