Yes, it can be very frustrating and I sympathize with you. I am also involved with my very first "Short Sale" and experienced alot of upfront concerns with getting someone in that department to talk with me.
One of the keys is to make sure that the person that you are tryig to buy the home from provides the lender with a "Letter of Authorization" to speak with you regarding this property. In addition to supplying this letter I have been requested to supply full names, loan numbers and SSN#'s of all parties on the loan before anyone would speak to me.
Another very important factor is not to be rude or short to anyone you talk with. These representatives have hundreds, if not thousands of problem files that they are working on and they have specific procedures to abide by. Remember, they are dealing with very frustrated, desperate and irate clients who are in the process of losing their home. And we think we've had a bad day!
P.S. My "short sale" package is being submitted next week to the lender. Wish me luck and lets post our outcomes.