PHH Mortgage review: Request for deed in lieu forclosure process

I had requested mortgage assistance back in September 2025 (this was my 2nd attempt because they said I needed to cancel the forbearance plan in order to pursue the title transfer back to the mortgage company this also took several months to process the first time) anyways- I had lost my job and also going through a separation. I let them know I would only have money to pay for October as that was the last bit of my savings. They also made it clear that they couldn't really do anything because all my payments were on time there was no history of delinquency. Which was odd to me, isn't the point of having a mortgage assistance is to tackle the problem before it gets to a bad point? And with everything going on neither I or my ex-wife can afford the mortgage payment. We were very open about our financial and personal situation. We listened to their advice as they said it would be the most efficient route. We didn't want the foreclosure route and a short sale wasn't an option because the mortgage wanted most of the cost of the house back. But we under water on the house so no investor was offering the amount they wanted. So AS I was told by the supervisor to restart the mortgage application she stated to decline all mortgage assistance and then to state I want the DIL ( Deed in lieu)and to have the divorce papers ready. I asked several times on the phone to make sure I understood and wasn't going to have to restart again. We've stayed on top of every paperwork they asked, every appointment / phone call half the time they don't have an update. My relationship manager(and its never the same one either so I have to explain my situation every time) she or he missed an appointment 3/5/26 at 12:15pm. Even though they say every time its important that I answer every phone call to stay updated otherwise the application would be ineffective. They're phones were sometimes not working you couldn't hear them on the other side at all. I would have to call and get a emergency appointment with the fact that they wouldn't even call on the emergency appointments, so we would have to reschedule for another appointment the next week which caused so much anxiety as they stated we had to keep in touch. Anyways, back to January I sent my divorce in their message center( as they state that is the fastest and best way to contact them but its not at all) on 1/29/26 as requested and now 3/7/26 they sent a letter that says they didn't receive the paperwork when I have a message that states they would get it to the right department. Very few of the people that work there actually did they're jobs to help. My ex-wife ended calling too as she is authorized on the account to figure out what happened and why the letter states they didn't receive the paperwork. She called 3/7/26 twice because the first time the call failed(they don't ask for a phone number in case the call gets disconnected so you have to reexplain everything) she got a very helpful lady the second round who said that on her end we sent in the paperwork before the deadline she couldn't understand why we got a letter that stated they didn't get paperwork. She stated she emailed her supervisor and to call back 3/11/26-3/13/26 to see the status of the account. Aside from her and a few people the company lacks competence, knowledge, communication. They waste their own time and the customers time. From September 2025 to Now March 2026 I've been dealing with them to get nowhere they've messed up my credit because they took so long; me and my ex-wife cannot move on because of this situation. This mentally very taxing and frustrating to do what they ask and only to go nowhere with them.