I have been trying to get a partial release since Dec 2018. It took 6 weeks of email and phone calls to have them confirm the trustee name to be put on map. Then we got a request for more documents which we provided. We then got another request for a survey. I called and emailed they had two surveys, one from my engineer and one from the appraiser along with photos of my property, eventually that was dropped but 5 weeks were wasted. I then was mailed papers on how to file for an easement which I was not doing. My packet went to the underwriter and I was told there was only 1 ahead of me. Then the under writer requested another document that wasn't listed in their packet and I sent that in where it sat for 10 days. I emailed again to explain how this was disrupting my life and was told my packet would go to the under writer the next day. After a week I emailed to see if there was a time frame or if it would have to go to another dept to be completed. The response was that they were so behind in processing that they were unable to provide any idea of when it would be completed. I cannot believe a company treats their customers with such disregard. Any messages I have left with customer service are it will be processed in the order received or there is a 15 day processing time I have been lied to by their customer service and received no help by emailing except for the one lady that called me. I wish I had her name as she is the only person in 6 months that tried to help. I do not know how this company has stayed in business, I would never recommend a loan with them even if you had to pay higher interest.