I have taken the HAFA short sale seminar that Wells Fargo & Bank of America has presented. Both of them emphasized the 10 day response was for cases when they were servicing the loan themselves. Both also said they possibly are servicing the loan for another investor and in those cases, they will be as quick as possible but cannot commit within 10 days.
HAFA also technically doesn't start until July 1st. I'm not sure if you are using equator..if you are, click on the following link because they do have a Q & A section where they posted what you can do if you wish to esculate a complaint. http://www.trulia.com/blog/crystal_beard/2010/04/b_of_a_anno
Best to you all.