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We’re Here to Help With Payment Challenges

If you're having difficulty making your mortgage payments, please contact us today

We've helped more than a million people through their payment challenges, and we want to help you, too

Call us at 1-800-678-7986 or contact us through our secure website for a confidential review of your options. But don’t wait – the sooner you reach out to us, the more options you may have. A Wells Fargo home preservation specialist will be your dedicated representative throughout the process.

 Already Working With Us? 

If you’ve already started the process and contacted us for help, check the status of your request or learn more about next steps.

Video - Working with Wells Fargo

Work With Wells VideoYou're not alone. Here's how we'll work with you and your payment challenges.

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Am I in default if I miss a payment?

It’s important for you to pay your mortgage as agreed. If you’re having difficulty, please contact us right away and understand the steps in the default process:

  • First month of missed payment: Your loan is overdue. You’ll need to make your payment and pay a late fee charge. 
  • Second month of missed payment: Your loan is in risk of default. Late charges and penalties will continue to accrue.
  • Third month of missed payment: Your loan is in default. Late charges and penalties will continue to accrue.

Please understand that foreclosure follows its own path and timeline, distinct from the mortgage assistance process. The foreclosure process can begin and continue even while you’re actively working with us to find options that may help you avoid a foreclosure sale. Until another option is accepted by you and us and is in place, the foreclosure process will continue.

Should I stop making payments to get help?

No — don’t stop making payments. The fewer payments you miss, the more options you may have. As soon as you think you may have a problem making payments — even if you think it’s temporary — please: 

How can I work with you?

Video – How the Loan Modification Process WorksLoan modification process

Your home preservation specialist will guide you every step of the way.

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After you have started the loan modification process, online is usually the fastest way to work with us. Check with your Wells Fargo home preservation specialist to confirm that your loan qualifies. If it does:

  • Go to our homeowner assistance website.
  • Select “Get Started.”
  • Sign on with the last four digits of your Social Security number, your loan number, and the Zip code of the property.
  • Submit your documents in .jpg, .gif, .tiff, or .pdf formats. 

Using our online tool provides:

  • Faster receipt of documents by your Wells Fargo home preservation specialist.
  • Faster feedback that your documents were accepted.
  • Access to the status of your loan modification, 24 hours a day, 7 days a week.

Your completed documents also can:

  • Be brought to any Wells Fargo store.
  • Mailed or faxed according to the instructions in the packet you receive.

No matter which option you choose:

  • Include your loan number and name on each document.

Remember to send all documents together at the same time.

Will you help me with the paperwork I’ll need to fill out?

Yes — your Wells Fargo home preservation specialist will give you all the paperwork you need and will answer any questions you have. While completed documents can be brought to any Wells Fargo store for submission, there are no home preservation specialists in the stores to answer questions.

Video – Completing a Loan Modification Form

Financial Assistance Form Avoid delays in the process by carefully and completely filling out paperwork.

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How long will the process take?

It depends on the approach, but generally takes between 30 days and 120 days. The “Understand the Process” section on this site has more specifics about each option.

Can I get help from other agencies or groups?

Yes — visit the U.S. Housing and Urban Development website for the name of a counselor in your area who provides their services at no charge.

Don’t wait. A conversation with your Wells Fargo home preservation specialist — your dedicated point of contact throughout the process — will help you understand if you qualify for one of these approaches.



Forbearance
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Repayment
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Loan modification
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Short sale
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Deed in lieu
View details

Allows you to keep your home
Yes
Yes
Yes


Helps you leave your home without foreclosure


Yes
Yes
Changes your loan terms

Yes


Provides assistance for temporary hardships
Yes
Yes



May provide cash moving incentive


Yes
Yes
 

 Tip 

Are you still current on your mortgage payments? Consider refinancing your mortgage if you want to lower your payments or switch to a fixed-rate loan.

 
Special programs may be available through your state

Special funding was provided by the federal government to states hit hard by the economic downturn to help financially stressed homeowners. Wells Fargo works with the 19 states that participate in the Hardest Hit Funds program.

Learn more

Step 1: Contact us

Call 1-800-678-7986 or submit an online application to start working with a Wells Fargo home preservation specialist, who will be your single dedicated point of contact throughout the process and will:

  • Speak to you about your situation, explain possible options to stay in your home, or discuss how you can leave your home and avoid foreclosure.
  • Send you the forms to complete your request, and explain how to fill them out and return them.
  • Let you know what other documents we need.
  • Review what you submit.

If you’ve already started the loan modification process, you may be able to submit materials online. Questions? Your Wells Fargo home preservation specialist can help. 

Step 2: Gather and review your documents

You should get started right away on the package your Wells Fargo home preservation specialist sends to you — we can’t begin processing your request until we have all the required documentation, signed by you and your co-signer. And, keep an eye on deadlines — missing them can result in delays, resubmitting documents or even foreclosure. Learn more about the documents we need you to complete, and view sample copies.

Step 3: Submit your information

Before sending in your documents, please remember to:

  • Complete all spaces. Write “n/a” if something doesn’t apply to you.
  • Write your loan number on every page. If pages separate, this helps organize them.
  • Return every page we send to you. Don’t leave out anything, even blank forms.
  • Check signatures. Make sure each borrower has signed and dated all forms where indicated.
  • Keep your original documents. We only need copies.
  • Submit everything at once. Sending documents individually can slow down the process.

Step 4: Discuss next steps with your Wells Fargo home preservation specialist

We’ll review your request as quickly as possible, but it may take up to 30 days to process your application. If you have questions or want updates during the review period, check your status online or call your Wells Fargo home preservation specialist.

As soon as the review is done, your Wells Fargo home preservation specialist will let you know your options.

Video – If Your Loan Modification Isn't Approved

Loan modification denialLearn about your options if your loan modification isn't approved. 

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Working with Wells Fargo

When can I speak with a Wells Fargo home preservation specialist?

Home preservation specialists generally are available Monday – Friday, 6 am – 10 pm, and Saturday, 8 am – 2 pm Central Time. However, hours may differ for some locations.

What documents will I need to fill out?

Your Wells Fargo home preservation specialist will send you copies of the specific forms that you need to complete. Here’s a checklist of the types of documents that may be requested.

Are sample documents available?

How soon do I need to return the forms sent to me?

All forms and requested documents should be returned as soon as possible, paying close attention to the time frames indicated by your Wells Fargo home preservation specialist. If they’re late, you may not qualify for the program you’re applying to, you may need to resubmit paperwork, or foreclosure proceedings may result.

Will the monthly payment that I’m offered with a trial loan modification become my permanent payment?

If you qualify for a loan modification, you will be offered a trial payment plan. If you’re able to successfully complete the trial plan, we’ll permanently modify your mortgage and let you know you know what the new monthly payment will be.
 

Other Options

Will my credit rating be affected if I miss a payment or two?

Your credit rating may be affected by missing a mortgage payment. Missing two or more payments will seriously affect your credit and may limit your options for future credit.

Can I stop the foreclosure process by exploring other options with you?

Although we want to help you prevent foreclosure, it’s important to understand that foreclosure follows its own path and timeline, distinct from the mortgage assistance process. This means the foreclosure process can begin and continue even while you’re actively working with us to find options that may help you avoid a foreclosure sale. Until another option is accepted by you and us and is in place, the foreclosure process will continue.

Are there any special programs available that I can look into?

  • Active-duty servicemembers and their families who are facing payment challenges may qualify for special military benefits. To learn more about these programs, check your eligibility, or request mortgage assistance as an active duty servicemember, contact us right away at: 1-866-936-7272, Monday – Friday: 6 am – 10 pm, Saturday: 8 am – 2 pm Central Time.
  • Hardest Hit Funds offer special mortgage assistance programs for homeowners living in states that were most affected by the financial crisis and recession.
  • If you haven’t missed any payments and think you’d be better off with a new loan, consider a refinance. With the federal government’s Home Affordable Refinance Program, you may be able to refinance even if you owe much more than your home is worth.

If I work with a third-party counselor, can I authorize him or her to speak for me?

You can provide written authorization that an outside counselor can work with you and submit documents to us on your behalf. The counselor cannot sign documents for you or make payments — those remain your responsibility.

To find a counselor, visit the U.S. Housing and Urban Development website. All counselors provide their services at no charge.

How can I try to protect myself from fraud?

Unfortunately, financial fraud is a continually expanding problem, and scammers and con artists are very good at appearing legitimate. Some may even claim to be representatives of Wells Fargo. To avoid becoming a victim, watch out for these red flags:

  • Don’t pay a fee to complete a loan modification or other loss mitigation approach. Wells Fargo, its agents and certified third parties never charge a fee for these services.
  • Don’t listen to anyone who tells you to stop making payments. Until your loan has been modified or another option reached, you should make payments.
  • Don’t sign over the deed to your home to anyone. 
  • Don’t believe TV, radio, television or Internet ads or telephone solicitations promising you quick and easy answers to home mortgage payment challenges.
  • Be wary of anyone who tells you to send them payments with a promise that they’ll become an intermediary for you and your lender.
  • Don‘t provide personal information — including loan, credit card, bank account or Social Security numbers — unless you’re absolutely certain the person making the request is from Wells Fargo or is the person you designated on the Third Party Authorization form.

More information about fraud prevention is available at www.hud.gov/preventloanscams.

Where else can I get information?

If you need help in determining if government options or other programs might be right for you, call us at 1-877-628-9584 for more information.

 

Help for military personnel

Active-duty servicemembers and their families facing payment challenges may qualify for special military benefits.

Learn more

Our commitment to homeownership

Learn how Wells Fargo is supporting sustainable homeownership.

Learn more

Request mortgage payment assistance online. Get Started
Or call 1-800-678-7986