Citimortgage Release of liability denied O'Fallon Nationwide

I am trying to get my ex off the mortgage, house is legally mine.  The  release of liability was denied because of foreclosures in 2009.  My credit is perfect after that and I have been paying on time every month for five years.  I am working on appealing their decision.

What I am questioning is why you have to apply and pay $900 and then you are told it was denied and they keep your funds.  What are their requirements?  Do they have to be listed somewhere?  Couldn't they discuss what is required with you or have the information available somewhere or is this just a money maker for them?

Completed a refinance with them two years ago and it took eight months.  The person in charge changed three times and was obvious that people did not know what they were doing.  Terrible experience, worst refinance I have ever done.