I had PENFED treat me similarly. I was trying to do a HELOC on a rental. They were the only company I could find to do it.
We received a bad appraisal on the property (2 out of 3 were foreclosures). I tried working with them and even asked to escalate the matter. PENFED was suppose to mail me a form.
I just got fed up with them and sold the property for what I thought it was worth.