We just refinanced. Previously at WF with a 4.875% 30yr conv. signed on March 2010. We found a new rate through a local bank lender for 3.375% 30yr conv. We didn't opt to go to a 20yr becuase the drop in payments were more appealing. Plus I'm 33 and my wife is 29, so we have time. We're paying 1% origination, and all closing costs. The lender ran me some numbers for 3.5% and them paying .62% closing costs, but it wasn't saving me enough IMO. I didn't bother to check the higher rates, since the overall goal was to get the best rate available on a 30yr.
It appraised last week for more than we expected, and by bringing in another 2k, we were able to eliminate PMI. We'll be signing final papers this week or next. Considering out of pocket expenses to close, Payback/savings ratio is around 22 months. So the benefit is there as long as we'll be sticking around another 2yrs, which we will be. *Bonus* we're using the first time home buyer credit we got in 2010. Free and clear after 3yrs, which is close enough now to use, so it's really not costing us anything with enough left over for 1/2 of our next big vacation.
I don't really have a good opinion about using online or the lender services you've outlined. I would get some strong reviews before signing my life away with any lender. This is another reason I switched from WF. My account manager actually left WF and I tracked him down at this new place, really liked his service.