Jennifer, In general, short sales take a long time. You aren't just drealing with a homeowner, you are also dealing with a lender and their investors. Depending upon who the investors are, this could take a great deal of work and paperwork, on behalf of the bank (the lender). Add to your file, the thousands of files these parties are working on, and hence you get the delays, which you can do nothing about.
It isn't that they don't want to answer, they will. You will just have to be patient. And please discuss this with your agent. They should be able to tell you that this is a huge waiting game.