Wells Fargo Coronavirus Mortgage Forbearance Information

Servicer Contact Options

Phone: 1-800-219-9739

Online Portal: Request Assistance Online
Website: wellsfargo.com | COVID-19 resources and support

Additional Resources: Answers to frequently asked mortgage and home equity questions


From Servicer Website

Answers to frequently asked Mortgage and Home Equity questions

Make your Mortgage Payments from Home – If you’re able, please continue making payments through online banking. This is a safe and secure way to submit your payments.

Payment Assistance – If you’re experiencing hardship due to COVID-19 and are unable to make your regular mortgage or home equity payments, we can help with a short-term payment suspension.

We can provide an immediate 3-month payment suspension on your account. During this payment suspension:

  • We won’t charge late fees.
  • We won’t report past-due status to consumer reporting agencies.

At the end of the initial 3-month suspension, if you need more time, you have the option to request an additional 3-month suspension for a total of 6 months. The payment suspension may be shortened by you at any time. You will also need to cancel or suspend any automatic recurring payments you may have set up for your account.

Request Mortgage Payment Suspension:

  • If you have Wells Fargo online banking, log in to your account and select the mortgage payment assistance alert for your mortgage account.
  • We will send you a letter via US mail within 7-10 days that will detail all the information for your specific loan.
  • If you don’t have Wells Fargo online banking, please contact us at 1-800-219-9739. We are experiencing extremely high call volume resulting in long wait times, we apologize for the inconvenience.

Request Home Equity Payment Suspension

  • Request a 3-month payment suspension by emailing us through the secure Message Center in online banking. We’ll respond to you in writing via U.S. mail within 7-10 days.

Email received by a homeowner from Wells Fargo


We know that this is a challenging time as you work to protect what matters most: your health and the health and safety of the people you care for. You let us know about the financial hardship you’re facing. We want you to know that we’re here to help.

You may not know how you’ll be affected by the spread of coronavirus (COVID-19), so we want to help by providing you with time to assess your situation. For this reason, we’re providing the following short-term payment suspension for your account.

Your short-term payment suspension (forbearance)

This payment relief is an immediate payment suspension — a temporary pause of your loan payments for an initial three months. Unless you receive further relief, you’ll need to resume your regular mortgage payment schedule beginning on July 1, 2020.

During payment suspension:

  • We won’t charge late fees or report additional missed payments to the credit bureaus.
  • If the account is past-due, we won’t refer the account to foreclosure at this time.

Please contact us if you need assistance but don’t think this short-term payment suspension is right for you.

Note: If you find that you don’t need this short-term payment suspension, please continue to make your normal payments. Take advantage of this payment suspension only when you really need it, because you may need to repay any missed payments at the end of the short-term payment suspension period.

This payment suspension option is based on an incomplete application for assistance. Other payment assistance options may be available. If you would like a review for all available assistance options, you may submit a complete application, which would include information about your income and expenses. This review is available whether or not you accept this short-term payment suspension. Please contact us for more information.

After the payment suspension period ends

If you need more time at the end of your initial three-month payment suspension period, depending on the type of loan you have, you may have the option to extend the payment suspension up to an additional three months, for a total of six months. If you choose to extend your payment suspension period, you will still need to repay all missed payments. When it comes time for you to repay, we’ll review your financial situation and discuss options with you.

Depending on the type of loan you have and your situation, your options may include:

  • An additional payment suspension: You may be able to continue the six-month payment suspension for up to an additional six months.
  • A lump-sum payment: If you can, you repay the entire amount due at once.
  • A repayment plan: We’ll divide the amount due from the amount of missed payments into manageable amounts, spread out over time.
  • Payment deferral: We’ll move the amount of the suspended payments to the end of your loan term.
  • A loan modification: We may be able to change certain terms of your loan — such as the interest rate or the time allowed for repayments to make payments more manageable. Your modified payment amount is based on your current financial situation and takes any hardship into account.

After the payment suspension period ends, reporting the past-due status to the consumer reporting agencies, late fees, and possible foreclosure activities may begin or resume.

What you need to know about automatic payments

  • If you’re making automatic payments from bill pay on Wells Fargo Online® or with any other financial institution, you’ll need to stop them.
  • If you have a plan with us to withdraw your mortgage payments directly from your checking or savings account, we’ll stop that for you.
  • Once the payment suspension period ends or when you’re able to make payments, you’ll need to set up any automatic payments or plans again.

Ending the payment suspension early

You can end the payment suspension at any time. If you decide to shorten the plan, or if you decide later that this is not the right solution for you, please contact us.

Short-term payment suspension impacts

  • If you have an escrow account, we’ll continue to make your tax and insurance payments during this time. However, the suspension of payments may result in a shortage because your escrow account won’t receive ongoing funds.
  • You’ll continue to receive statements every 30 days that show an amount due. We’re legally required to do so. The statement will refer to your short-term payment suspension under Important Messages.
  • If the loan was modified under the Home Affordable Modification Program (HAMP) or Second Lien Modification Program (2MP) and you don’t make a payment during this time, you could lose the pay-for-performance incentives. This is because you must remain in good standing with HAMP and 2MP.
  • If you have a loan modification that offers principal forgiveness that requires you to be current on your loan, you risk losing that benefit. Contact us to discuss your situation.
  • If you would like to refinance your current mortgage loan or obtain a new mortgage loan or home equity, the forbearance plan must be resolved in advance.

We’re here to help

If you have questions about the information in this message, please call us at the phone number at the bottom of this email. Thank you.

Note: As we support those impacted by COVID-19, we are experiencing longer than usual call volumes and wait times. We apologize for any inconvenience and ask for your understanding as we work to serve all of our customers. Go to wellsfargo.com/mortgageassist for up-to-date information you may need to manage your account during these challenging times.

If you have forbearance questions and would like to speak to a certified housing counselor, please call the Hope Hotline at 995Hope.org

CLICK HERE for 995Hope.org

Please ask questions or report your experience with this servicer below. Your feedback will help other homeowners navigate homeownership preservation options. REMEMBER: Ask for everything in writing to protect yourself against surprises.

18 Comments

  1. Mark on April 8, 2020 at 6:24 pm

    I asked for the program via the web site, but then when I tried to pay it wouldn’t even let me.

    • Forbearance Report on April 8, 2020 at 8:43 pm

      Hi Mark, Wells Fargo’s current forbearance policy is that all “skipped” payments will be due at once, at the end of the forbearance period. In our research, we are seeing many lenders allowing partial payments. My educated guess would be that they simply do not have a mechanism in place for accepting partial payments without it triggering a bunch of automated unintended consequences.

      It’s probably going to be very difficult to get someone on the phone now, but it’s worth reaching out to Wells and try to talk through this with them. If possible, get everything in writing so there are no surprises.

      In the meantime, there are no late fees, and your “missed” payments are not being reported to your credit report. Put those partial payments into a savings account for now, and revisit at the end of your forbearance term.

      Other advice that we are giving folks is to talk to all of your other debt holders. It will be much easier to recover from deferred payments on your auto, credit cards or other installment loans than it might be to come up with several months of mortgage payments at once.

      Please come back if you get more information about making partial payments to Wells Fargo. I’m sure there are many more homeowners out there in a similar situation.

      Hope this helps?

    • Margaret A Seamon on August 10, 2020 at 7:49 pm

      On August 31, our new HUD house through Wells Fargo will be 12 years old. The mortgage was predatory, there wasn’t an appraisal, the house wasn’t even built to minimum required standards! I have been fighting Wells Fargo & HUD for 12 years! We have 20 years left to pay, with a partial HUD claim of $50,000.00, $200,000.00. It has become unlivable. It was Wells Fargo’s responsibility, according to RESPA but HUD won’t help either! BEWARE of Wells Fargo. Now, $5,000.00 was deducted in March, a payment was “applied funds”, then showed as a payment. Since I do not trust Wells Fargo, how do we find out if we were placed on this plan?

  2. Ren on May 20, 2020 at 7:10 pm

    How do you get a forbearance removed from your credit ? Or even if you are removed from the program and paid in full will it still always show on your credit?

    • Forbearance Report on May 20, 2020 at 7:26 pm

      Great question, from what know now, the “note” that is added to your account stating that your loan is in forbearance due to a national emergency should be removed as soon as the loan is in good standing. There should be no long term credit challenges due to this temporary situation.

      • Lisa Oswald on June 20, 2020 at 12:20 am

        Thats a lie. I have been paid up and still on my account…they wonts remove it. I may be out of 3000 dollars now and a lost house. I am fuming.

        • Forbearance Report on June 20, 2020 at 12:57 am

          Lisa, if you would like, please email me more details about your situation to scott@findmywayhome.com. I am very surprised to hear this, actually. You should not be out any money, if a mistake was made, let’s formulate a plan to get it corrected. Another option is you can call 995-Hope (above) and speak with a HUD counselor about your rights.

          • Eric Brown on July 3, 2020 at 2:38 pm

            I want to start this process with Wells Fargo but I am concerned about what Lisa has said. Has her situation been resolved?



          • Forbearance Report on July 3, 2020 at 2:49 pm

            Eric, Wells Fargo has been pretty good compared to many other servers on this site. It’s possible that Lisa’s challenges were simply errors that will be corrected. I would not be concerned about Wells putting you in a bad situation. If you are experiencing financial hardship and are at risk of not being able to make your mortgage payments, the CARES Act is there to protect you.

            If your mortgage is Federally backed, your options are pretty clear. If not, other than Lisa’s experience, we have not heard of any challenges working with Wells Fargo.



  3. Eric Brown on July 3, 2020 at 3:51 pm

    Thanks. I appreciate your quick response. It looks like it takes 30 seconds to start the forbearance. Couldn’t be any easier. Also, thanks for setting up this website. I saw you do a video on youtube you did a couple months back and found all of your information solid.

  4. Beth on July 23, 2020 at 5:01 am

    I called Wells Fargo many times, waited for hours, and asked Wells Fargo to remove my account off the suspension list and they wont do it. I have also found out, after reading so many articles about Wells Fargo improper conducts with their customers mortgage account regarding Covid assistance, that Wells Fargo had also placed a forbearance note on my credit despite I I have already made my monthly mortgage payment.
    I want to refinance but can not because Wells Fargo wont response to my calls nor cares to address these issues with their customers. I went to the branch and talked to the Wells Mortgage Specialist, he doesn’t know how to help me either. He does not have access to remove the suspension. He can not tell me who or what department within Wells to help me either. I don’t know where else to turn for help. It seemed we are forced to stuck with Wells Fargo. They are taking advantage of their customers. I am a loyal Wells Customers since college days until now. I will withdrawn all my checking, savings, brokerage account, IRA, and take it to another bank. I don’t trust Wells any more.

  5. Ifat on July 26, 2020 at 10:48 pm

    When is one eligible for a mortgage once they have paid off the owed money of the suspension?

    When I called Wells Fargo, they told me immediately. When my mother called, they told her 3 months!

    • Forbearance Report on July 27, 2020 at 4:59 pm

      This is a really good question, and unfortunately, there isn’t one answer that covers all scenarios.

      As of today, only FHFA and VA have released specific guidance regarding waiting periods after forbearance.

      FHFA (Fannie Mae & Freddie Mac Conventional) do not have a waiting period if the skipped payments during forbearance are paid in full before the application of the new loan. If you skipped payments and deferred those skipped payments, or you are on a repayment plan to pay them back over time, FHFA is going to require that you make 3 on-time payments following the reinstatement of the mortgage after forbearance.

      Is it possible that you caught up your skipped payments and your mother is using a repayment plan?

  6. Ronald Metz on August 2, 2020 at 9:41 pm

    Q: I’m in The Forbearance system for the next three (3) months. Do I have to make up the payments for those (3) Months that I’m in this program? IAW: My letter I can start making my normal payments starting 01-Oct-2020. Due to this Convid-19 virus problem everyone is facing. Thank-You for your time.

    • Forbearance Report on August 3, 2020 at 1:48 am

      If your mortgage is Federally backed, you are covered under the CARES Act. You cannot be required to pay those skipped payments all at once under the CARES Act. If your mortgage is not Federally backed, your workout options would be dictated by Wells Fargo.

      You should have been given your options at the time that you went into the forbearance plan. If they did not provide you with these options, we recommend contacting Wells Fargo and having this conversation. Please let us know if you are unable to get an answer from Wells.

  7. Mark Hoffman on August 8, 2020 at 9:26 pm

    I have been in forbearance for 5 months. I wish to resume making payment this month, August. What will be my options on repaying the missed payments? If I remember, it is a conventional loan backed by Fannie or Freddie. Any suggestions? FYI.. I took the forebearance because my hours were cut working from and I lost a ton of commissions.

    • Forbearance Report on August 8, 2020 at 9:55 pm

      You must contact Wells Fargo and let them know you would like to reinstate the loan. If you are able to continue making your normal monthly payment, you will be offered several options for paying back the skipped payments. If your loan is backed by Fannie or Freddie, you cannot be required to make all payments in a lump sum. A COVID-19 Deferment is your best option, which will put the missed payments on the end of the loan to be paid off if you sell, refinance or pay off the existing mortgage.

  8. Mark Hoffman on August 9, 2020 at 1:57 pm

    Thank you..

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