Zebra,
Glad you found the forum and posted.
I'm sorry you have encountered this proble, many others have also.
Have you concidered contacting NACA
https://www.naca.com/refinance/refinanceSubmission.jsp to help you along ?
They are a non -profit that helps homeowners in dealing with their servisers. Sometimes, having them behind you gets the process to flow a little smoother.