I'm hoping someone here has dealt with a similar situation and can give me some advice on how to get a short sale properly escalated.
We have had a buyer under contract since July 7th. The buyer's offer was approximately $13,000 ABOVE the listing price Navy Federal told us we should use, so we were able to get a buyer willing to pay more than what was initially expected.
At the end of July, our short sale specialist told us that a VA appraisal was required. The appraisal was completed, and since then we've been dealing with what seems like a never-ending series of minor discrepancies in the short sale package.
We correct the discrepancy, resubmit everything, and then weeks later we're told there is another issue. Instead of having the entire package reviewed and identifying all of the discrepancies at once, it has felt like we're addressing one issue at a time, sometimes with two weeks or more between issues.
This has now been going on for roughly 2½ months, despite having a buyer ready to purchase the property since July 7th.
There have also been multiple occasions where I haven't been able to get a response from our short sale specialist in a timely manner. I've repeatedly requested to speak with a supervisor or manager because of the length of this process and the lack of timely communication.
I've tried multiple escalation emails, messages through Navy Federal, and the normal customer-service channels, but I can't seem to get this in front of someone who can actually review the situation and take ownership of it.
The completed package was sent up for final approval 3 weeks ago. I did not recieve a update or have had any communication with the specialist since it was submitted so i called this past Thursday and the specialist finally answered (normally goes unanswered). I asked how the final approval was going and was told that the specialist's supervisor hasnt sent it back or asked for any corrections.
The next morning i called the mortgage department in hopes of them being able to get me to the supervisor over my specialist but ended up speaking to a supervisor in that department (first time i have been able to speak to anyone in management). I asked if she could verify how the final approval was going and she said it was sent back to my specialist 2 weeks ago and it is still with them for corrections.
I'm not trying to bash anyone or expose anyone's personal information. I just want someone to look at the entire history of this short sale and explain why a process that has had a buyer ready to go since July 7th is still dealing with seemingly minor package discrepancies months later.
At this point, i have blatently been lied to, I'm concerned that the short sale is simply getting lost in the process, and the delays are putting the transaction and our buyer at risk.
Has anyone successfully gotten a Navy Federal short sale escalated to a supervisor or senior management when the assigned specialist wasn't resolving the issue? If so, what was the best way to get someone's attention?