They are not that bad, it's probably a coincidence of the payment due and assuming the mortgage too close to each other. They do this with my insurance every year, and my insurance sends me letters that they are going to stop the coverage. They will straighten themselves up eventually. I'm with them for 5 years now, they are not that bad, or maybe my expectations are too low. At lease they have never hanged up on me yet (Walmart reps had, not relevant to mortgages, but still), and some of their reps are pretty good.
The most annoying thing is that they don't post on credit bureaus for 4-5 months sometimes and it looks like I could be defaulting, which is a non-sense, I pay a month ahead always (just in case I get in some kind of a pickle). I tried to fight that, but gave up.