JP Morgan Chase & CO. review: Mortgage services

We had our mortgage with Chase. We're in the process of closing the sale of our home which was being held in trust. In order to convert title to the new owners, our title company requested that our lender, Chase, sign a document called "Direction To Convey" to verify that they're good with the transaction.
We've been attempting to have Chase sign this document for 4 days. We've been told the situation has been escalated to the highest level, called the Executive Office of JP Morgan Chase. These are the offices of Marianne Lake, CEO, Robin Leopold, Doug Petno, Daniel Pinto and Gordon Smith, all members of the Executive Operating Committee.
I understand mortgage lending is not as profitable as commercial lending and they must cut cost and in this case it must be quality of hires takes the brunt of cost cutting. I would strongly urge all to find alternatives for your mortgage needs. All we needed is a simple signature on a standard form from Chicago Title Land Trust Company. Seems pretty straight forward considering Chase is a mortgage giant. Think again. All we need is a signature from a chase official.

Hinsdale Bob