I am having an issue and I am wondering if anyone has any advice... here is the short version of a very long story...

Received written approval, the next day the buyer walked. I had a backup offer. I called the negotiator she said "Thats great, I will soft decline the file and you can upload the new offer" (which I have done several times before). However the file was completely closed. Then someone opened a new file that is stuck in borrower outreach status with HAFA DTS, mind you the sellers already have a HAFA decline letter in the library of the original file. Negotiator says the new file is locked and she cannot get in it. Customer service says their system shows someone initiated a short sale without an offer which is why it is stuck in borrower outreach. Negotiators manager says I have to initiate new short sale and he will get it assigned to the negotiator that already saw it through to approval. Well, that doesn't work either because the loan number is already active in the system.

The negotiator said the hard decline was an equator glitch yet nobody knows how to fix it or move on from here. I have had the new offer at the same price with same terms and new HUD for over a week now and cannot do anything with it.

Anyone have any advice??