First, I'm sorry you are getting the run around. It is frustrating to get inaccurate information from
CW and it seems to happen all the time, especially when speaking to the normal customer service or home retention team. The 12/1 clearly states you do not need to be deliquent and for
CW to advice you to not make your payment was irresponible, but not suprising. I do think you might have got correct information that you may not now qualify for the 12/1 if you have a fixed rate now. If you signed documents in Oct to change from a sub-prime or pay option loan, then you would no longer be in the class of loans. Others that got modification that didn't change the structure of their loan - maybe lowered their margin but kept it a pay option loan - then they would still qualify as their loans are the ones being addressed. This was just brought to my attention by someone in the office of the president that I do trust has the correct information - she advised me when I mentioned I'd waive the principal reduction option at this time just to get in a fixed loan, she told me as soon as I sign out of our pay option loan, we would no longer qualify for the 12/1 program.
The unfortuate situation is a 30 year fixed at 6% is not a bad rate, in fact it is pretty good especially if your credit is not great. They might not be able to anything better, even if you had not been in default. If you want to stay in the house and think you can afford it going forward, I'd suggest to try to get a forberance to have a few months to pay off your taxes and lower your monthly payment by that amount.