Consistency of Experience?

Customer Reviews of the Refinance Process at Freedom Mortgage Corporation over the past year have been eerily similar, with consistency on a large scale. The methods, routines, and tactics detailed in these reviews have made our investigations team anxious to make contact with the reviewers. The consistency of details seems to imply a Standard Operating Procedure is in effect with certain processes. Are these experiences just bad business practices, or is there a common characteristic that necessitates a special procedure?