Wells Fargo refusing to pay incentive saying house has to be occupied when buyer docs submitted

Hi, I'm having issues getting WF to pay my seller the incentive. When I asked directly if he was going to get it the rep said:

"This is a hafa short sale although the seller didn’t qualify for the 3k hafa incentive as the property was reported vacant at the time the short sale was started. Hope this helps."

When I countered that I was of the impression it had to be occupied in the last year, she repeated with:

"It had to be occupied when the buyer docs were submitted."

I have yet to deal with a short sale that was occupied at the time it started. Yet my sellers got the incentive. How do I deal with this bank refusal to pay the incentive... or has the HAFA rules changed in this matter?

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