He’s not the borrower, so they may not speak with him.
Former title company guy here. The title company schedules the closing, but they can’t do so until they have everything they need to insure that the new mortgage has a lien priority on the house. Even once they’ve done that (usually by obtaining payoffs on any pre-existing liens, or applicable affidavits), they are then at the mercy of the bank who is producing the new loan to send them loan paperwork to be signed.
So, there’s essentially two (probably overlapping) processes going on. One involves the title company collecting documents to insure the loan (which includes the Quit Claim Deed they had you sign) and the other is the bank collecting documents to get the loan approved (which relate to your ex, the borrower).
It sounds like you are at the point where the title company is done and just waiting for the bank. There’s nothing you can do other than encourage your ex to be responsive to their requests for information - usually, at this late stage, they are tracking down some random data to clear a last condition (maybe, for example, a letter explaining some expenditure, or a bank statement to show some source of funds).
It is possible that there’s some hiccup (she didn’t go out to try to buy a new car in the last few weeks, or some other major purchase, did she?! That might ruin debt to income ratios), but it is very common for these types of picayune things (demanded by a picky underwriter) arise; the bigger issues (like whether she has the credit to secure the interest rate or the income to pay the mortgage amount) have already been resolved.
One of the roles of the title company is to record the documents that are part of the loan in the public records; this is part of the process of insuring the validity of the loan. In this case, those records include a quit claim deed (basically, she is taking out the loan, so first they are requiring her to take title to the property in her sole name by having him disclaim his interests), which will be recorded along with the mortgage.
So, in anticipation of closing, the title company has already asked for, and obtained, a signed copy of that deed, which they are holding ‘in trust’ pending the ability to record the mortgage at closing. This is a convenience thing, especially since the OP has no reason to physically attend a closing where his ex, and not him, is going to be signing the loan docs. But, the title company won’t give him his loan proceeds without that document, since they require it to complete their process. It’s easier to just send it to them ahead of time for safe keeping, which is why they ask.