If it's Aulani - First American to even do my deposit I contacted them and she pulled my file and sent me the escrow info
I passed ROFR last Friday and am waiting for my contract, the sales person said I should be getting it next week
if I don't have it by Wednesday I will call First American again ... she was very pleasant to talk to, but she sounded swamped and when I had talked to her and a lot of people had been out sick.
I've found that so many people are "unpleasant" because of frustration with whatever their situation is, that when your nice to anyone in customer service they want help you however they can (sometime they can't do anything) it's amazing how far an "it's ok, it's not your fault" can go to brighten somebody else's day