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Servicing Update

Important information about the servicing of your home equity loan

Between February 1 and February 4, 2018, your home equity loan will move to a new system within Wells Fargo Home Mortgage. We’re not opening up a new account for your loan — we’re simply moving your existing account to another servicing system within Wells Fargo.

This move won’t change any of your loan terms — like your interest rate or payment due dates — but your loan number and payment information will change, and all future communications regarding your account will be from Wells Fargo Home Mortgage.

When will changes occur

The move will occur between February 1 and February 4. During this time, you won’t be able to access account information or schedule a payment online. Also, our team members at call centers and bank branches won’t be able to access account information or schedule a payment while we move your loan.

On February 5, you’ll have full access to your account again. You’ll be able to make changes and schedule payments by phone or online.

Payment information

  • If you use Wells Fargo Online® Bill Pay, you can still use it to make your monthly payment after the move. If you have scheduled payments after January 31, we’ll redirect them to your updated loan number. You don’t need to take any additional steps.
  • If you use a bill payment service other than Wells Fargo Online® Bill Pay or an internet banking site, you’ll want to update the payment information with your bill pay service. This includes the new payee name (Wells Fargo Home Mortgage), your updated loan number, and the new payment address.
  • If you make payments with Wells Fargo Online® Transfers, any online payments that are scheduled to occur after January 31 will be canceled. Beginning February 5, you can reschedule payments. Just sign into wellsfargo.com, then click on Transfer and Pay to schedule a one-time or recurring payment for your updated loan number.
  • Automatic payments scheduled during the move may experience up to a 7-day delay. You will not be charged any late fees associated with this delay. Your automatic payments will return to their normal schedule during the following month.
  • Your new payment mailing address is located in the system move notice you received or your future billing statement.

Online banking information

  • Before the move you may want to download billing statements from Wells Fargo Online® by January 31. After you log in, go to the Statements and Documents page. This information will not be available online between February 1 and late April 2018. If you forget to save these, you can call us to request a copy.
  • During the move you may be able to make changes online to account details like your phone number or mailing address. We ask that you wait until February 5 to make changes to prevent conflicting updates during the move.
  • After the move customers whose name appears first on the account will be able to get year-end tax documents online. These customers are called the  “primary borrower.” Other customers listed on the account will have access to these documents online in late April 2018.

Loan modification

  • If you're in a loan modification, we'll move your account information — there's nothing you need to do.

If you’re eligible to use yourLoanTrackerSM to track your home assistance status online you will receive an email notification from us.

If you need help, continue to contact your home preservation specialist with any questions.

Managing your account after the move

How are billing statements generated?

In the new system, you’ll receive a billing statement when a payment is received or a late fee is assessed instead of at the same time each month. If you have questions, we’re here to help. 

Before February 1

1-866-HE-WELLS (1-866-439-3557)
Mon – Fri: 7 am - 9 pm
Sat: 8 am – 3 pm
Central Time 

On or after February 1

1-866-234-8271
Mon – Fri: 6 am – 10 pm
Sat: 8 am – 2 pm
Central Time

Through a bill payment service

  • Wells Fargo Online®
    • Use Bill Pay to schedule payments from your Wells Fargo accounts. If you’re already enrolled in Bill Pay, we’ll update your information and redirect scheduled payments to your updated loan number. 
    • Use Transfer and Pay to schedule one-time or recurring payments to your updated loan number from an account outside of Wells Fargo.
  • Non-Wells Fargo bill payment service
  • If you use a bill payment service outside of Wells Fargo, please contact them to provide the updated information from your system move notice, including:
    • Your updated loan number
    • The new payment mailing address
    • The effective date that the new payment mailing address is to be used

By phone

You can easily make payments to your mortgage account by calling us at the number on the right. Simply use our automated phone system or speak with a mortgage specialist. A fee may apply.

Whether you use the automated phone system or speak with a mortgage account specialist, please be sure to have the following information available when you call: 

  • Your updated loan number
  • Last 4 digits of your Social Security number
  • The account number and routing number of your payment account

By mail

Payments can be made using the payment address found in the right-hand column of your system move notice.

In person

You can visit any Wells Fargo Bank location to make payments to your mortgage account. Some states may not have banking locations.

How do I view my account online during the move?

Between February 1 and February 4, you won’t be able to access account information online as we move your loan.

Beginning February 5, you’ll be able to view new loan activity online. In late April 2018, your billing statements from the previous system will be available online.

After the move, year-end tax documents will be available to the customer whose name appears first on the account, sometimes called the “primary borrower.”

Other customers listed on the account will have access to these documents online in late April 2018.

If you need a copy of a document and cannot find it online, we’re here to help. You can call us at the number provided on your system move notice.

How do I manage my accounts online?

Online account management is easy, convenient, and free. With Wells Fargo Online you can:

  • View your account balance, payments, interest rate, and escrow information.
  • View your account activity.
  • Access tax documents.
  • View online statements.
  • Make payments.
  • Turn off paper mailings for billing statements and tax documents for mortgage accounts.

What happens if payments are returned for non-sufficient funds?

If we attempt to process your payment and the funds are not available on the first attempt, we will make 2 additional attempts to withdraw the payment. If the 3 attempts fail due to non-sufficient funds, the payment will not be credited to your account and we will notify you to send a payment.

General Information

Will my loan number change?

Yes, your loan number will change. Your updated loan number can be found on the system move notice we sent you. It will also be provided on your mortgage statement and other mailings after your account moves.

How can I obtain information about my account?

You can obtain information about your account by following the instructions in the system move notice you recently received about changes to the servicing of your account.

Does this move change any of the terms disclosed in my account documents?

No. The terms and conditions disclosed within your account documents will not change.

Will my current account modification, or the modification I’ve applied for, be impacted? Do I need to call you or resubmit information?

No. All assistance plans, including account modification, repayment, forbearance, and short sale will remain in effect. We will transfer the financial documentation you’ve provided  in support of these efforts for all accounts currently on a modification plan, or those in a pending or trial status. The terms and payment amounts of these plans will not change, as long as the conditions of the agreement are being met. If you’re currently seeking payment assistance, please continue to work with your home preservation specialist.

How are automatic payments handled?

If your payments are automatically deducted by Wells Fargo from any deposit bank account, this service will continue. See the automatic payment information on the opening page of this site for details. All withdrawal dates will return to their normal schedule in the month after your account moves.

How are payments by check handled?

When you make your payment by check, Wells Fargo may clear the check electronically. When this occurs, your payment appears on your bank statement as an electronic withdrawal, showing the date of the withdrawal and check number. The check is destroyed and is not returned to your financial institution.

Can I send additional funds with my payment?

Yes, and if you make your payment by mail, please be sure to write on your payment coupon how you’d like the additional funds applied. Without this direction your funds may not be applied to your account as you intend.

Online Information

What are the benefits of accessing my Wells Fargo Online account?

Online account management is easy, convenient, and free. You can:

  • View your mortgage account balance, payments, interest rate, and escrow information.
  • View your home equity account activity.
  • Access tax documents.
  • View online statements.
  • Make payments.
  • Turn off mailing of paper billing statements and tax documents.

What kind of information do I need to provide during the online sign-up process?

Social Security number. We use your Social Security number as part of our identification process because it is unique to every person. We also use it to determine which accounts you are eligible to access.

Your updated mortgage account number. During the account move, your account number will change. Your updated account number will be provided on the system move notice and other mailings after your account moves.

Note: Your email address is required and must be valid to ensure you can receive important information about your accounts. In some cases, you may be referred to contact us by phone to complete the enrollment process.

Year-end IRS reporting/income tax information

How will I receive my year-end tax details?

The move won’t impact when you receive year-end tax documents. We’ll send you a 1098 statement by January 31 each year.

After the move, year-end tax documents will be also available online to the customer whose name appears first on the account, sometimes called the “primary borrower.” Other customers listed on the account will have access to these documents online in late April 2018. If you need a copy and cannot find it online, we’re here to help. You can call us at the number on the right.