I'm not happy with our Mortgage Loan Officer. Is this the normal process?

Sounds like you have a crappy MLO....I had a situation like that before, and I got screwed at the end...My MLO never locked in the rate and when I went to closing the rate was 1.5% higher.....My suggestion is ask for his manager, call him & ask for his manager.. Get this dealt with by a higher up, because its clear your MLO doesn't care