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Help with Payment Challenges

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We're here for you. Learn about COVID-19 short-term payment assistance (forbearance) and service information. Learn more

Struggling to make your monthly mortgage payments?


If you’re having difficulty, we’re here to help. Call us to connect with a home preservation specialist to review your options. Then complete, sign, and submit any required documentation and we’ll get back to you within 30 days.


Call 1-800-678-7986 to get started.


If you’ve already requested mortgage assistance from us Sign On to check status or submit documents.

Explore potential mortgage assistance options

You may have different options depending on whether your hardship is temporary, or expected to last a longer time.

Some options allow you to stay in your home, while some may require leaving your home to avoid foreclosure.


Options that allow you to stay in your home

Forbearance

What it is

Most often used in times of temporary hardship, like unemployment, a forbearance plan suspends or reduces your regular monthly mortgage payment for a specific time period.

How it might help

  • May help address short-term financial challenges.
  • May help you avoid foreclosure and mitigate negative credit in the future.
  • Credit reporting of delinquent mortgage payment waived during payment suspension.

Things to consider

  • Although payments may be temporarily suspended, they are not forgiven. Instead, they accrue and become due at the end of the forbearance period.
  • If your financial hardship continues at the end of the forbearance period, we’ll work with you again to explore available options.

Repayment plan

What it is

A repayment plan is typically used if you fell behind on payments due to a temporary hardship, but are now in a better position financially. Missed payments are divided into manageable amounts and spread out over time.

How it might help

  • It may be less damaging to your credit score than a foreclosure sale.
  • Avoids longer-term effects by helping you catch up as soon as possible.

Things to consider

  • Be aware that payments during the repayment period may be much higher than your regular payment amount.
  • Your income will need to support those payments before starting your plan.

Loan modification

What it is

Primarily used for significant, longer-term financial hardships, a loan modification may change certain terms of your loan to help make your payments or terms more manageable. There are multiple loan modification programs – we’ll work with you to determine available options.

How it might help

  • Helps you keep your home and avoid a foreclosure sale.
  • Your modified monthly payment may be reduced, depending on your current financial situation and hardship.
  • May be less damaging to your credit score than a foreclosure sale.

Things to consider

  • We may be able to postpone a foreclosure sale while we review your information, however, we must receive your documents more than 37 days prior to the scheduled foreclosure sale.
  • A clear title to the property is required, so you may need to address any additional liens on the property separately from your first mortgage.

Permanent options that require leaving the home

Short sale

What it is

A short sale allows you to sell your home for less than you owe on the mortgage, and may release you from having to repay the remaining mortgage balance. We work closely with you and your real estate agent to determine the value of your home, list price and time needed to sell your property.

How it might help

  • May help avoid a foreclosure sale, even if that process has already started.
  • You can stay in your home until the new owner closes, giving you time to make other living arrangements.
  • You pay no out-of-pocket fees at closing because the transaction covers closing costs and agent fees.

Things to consider

  • The buyer of your home cannot have a business or personal relationship with you – no friends or family.
  • You may have to pay the remaining mortgage amount. If you don’t have to pay, there may be tax impacts.
  • A short sale is a complex transaction with tax and legal implications. Be sure to consult a tax and/or legal advisor.

Deed-in-lieu

What it is

A deed in lieu of foreclosure allows you to voluntarily transfer ownership of your home to the lender, and may release you from having to repay the remaining mortgage balance

How it might help

  • You pay no fees.
  • May help avoid a foreclosure sale, even if that process has already started.
  • In most cases, you don’t have to try selling the home yourself before becoming eligible.

Things to consider

  • You may have to pay the remaining mortgage amount. If you don’t have to pay, there may be tax impacts.
  • You may need to address any home equity financing or additional liens on the property separately from your first mortgage. 
  • Be sure to consult a tax and/or legal advisor about all possible implications.

Did you know? Depending on the current value of your home, you may be able to sell your home to pay off your mortgage and retain any additional funds.

If you’re still current on your mortgage payments, you may be able to refinance your mortgage to potentially lower your payments or switch to a fixed-rate loan.



Beware of foreclosure rescue scams

Scam artists have stolen millions of dollars from distressed homeowners by promising immediate relief from foreclosure, or demanding cash for counseling services. U.S. Housing and Urban Development (HUD)-approved counseling agencies provide the same services for FREE. If you receive an offer, information, or advice that sounds too good to be true, it probably is. If you have any doubts, contact us. Don't let scammers take advantage of you, your situation, your house, or your money. Keep in mind, Wells Fargo is not responsible for paying damages resulting from a scam. Remember, help is FREE.

How to spot a scam — beware of a company or person who:

  • Asks for a fee in advance to work with Wells Fargo to modify, refinance, or reinstate your mortgage.
  • Guarantees they can stop a foreclosure or get your mortgage modified.
  • Advises you to stop paying Wells Fargo and pay them instead.
  • Pressures you to sign over the deed to your home or sign any paperwork that you haven’t had a chance to read, and you don’t fully understand.
  • Claims to offer “government-approved” or “official government” mortgage modifications.
  • Asks you to release personal financial information online or over the phone and you have not been working with this person and/or do not know them.

How to report a scam

Go to https://www.consumerfinance.gov/complaint/ to submit a complaint and get information on how to fight back.

Call (888) 995‐HOPE (4673) and tell the counselor about your situation and that you believe you were scammed or know of a scam.





Frequently asked questions

Answers to these FAQs pertain to Fannie Mae and Freddie Mac (FNMA/FHLLMC) mortgages. Other loan investors may have different guidelines.

Will it cost money to get help?

  • No.There should never be a fee to obtain assistance or information about foreclosure prevention options from Wells Fargo or a qualified housing finance agency.
  • Never send a mortgage payment to a company except the one listed on your monthly mortgage statement.
  • Beware of scams and anyone offering to help you for a fee (see Beware of Foreclosure Rescue Scams for additional information).

What is foreclosure?

Foreclosure is the loss of your home through a legal process where Wells Fargo or a third party acquires the property at a foreclosure sale.

What are the consequences of foreclosure?

  • You must move or you will be evicted from the property.
  • It may take as long as seven years before you are eligible for another Fannie Mae or Freddie Mac mortgage.
  • You and any additional borrower listed on the mortgage may experience negative credit implications.

Will the foreclosure process begin if I do not respond to my mortgage servicer’s notices regarding missed payments?

If you disregard our notices, we may refer your mortgage to foreclosure as authorized by your mortgage documents and applicable law.

Should I still contact Wells Fargo if I have waited too long and my property has been referred to foreclosure?

  • Yes, the sooner the better! If you wish to keep your home, contact Wells Fargo immediately.
  • You may also contact a HUD-approved housing counselor and request a three-way call that would include you, the HUD-approved housing counselor, and Wells Fargo to discuss your hardship.
  • A HUD-approved housing counselor can also provide free advice on debt management.
  • Visit the HUD website to find reputable, free-of-charge counselors.

Can I still be evaluated for mortgage assistance if my property is scheduled for a foreclosure sale?

  • Yes, but it is important that you reach out to Wells Fargo as soon as possible to discuss potential options. If we receive your complete Mortgage Assistance Application with only 37 days or fewer calendar days before the scheduled foreclosure sale, there is no guarantee that we will be able to evaluate you for mortgage assistance in time to stop the foreclosure sale.
  • Even if Wells Fargo approves you for a foreclosure alternative prior to a sale, a court with jurisdiction over the foreclosure proceeding (if any) or public official charged with carrying out the sale may not be able to halt the scheduled sale.

Will my property be sold at a foreclosure sale if I accept a foreclosure alternative?

No. Your property will not be sold at a foreclosure sale if you accept a foreclosure avoidance option and comply with its requirements.

What if I acquired an ownership interest in the property, such as through death, divorce, or legal separation?

You should contact us as soon as possible. We are here to help you adjust to these events and provide you with information on where to send the mortgage payments. Please contact us to obtain a list of documentation that is needed to confirm your identity and ownership interest in the property, and to discuss next steps.


Additional resources


Documents and forms you may need to submit

Protective benefits for members of our military

Homeowner Assistance Fund for those affected by COVID

Still have questions?

Quick Help

Call Us

Mortgage Customer Service
1-800-357-6675
Mon – Fri: 6 am – 10 pm
Sat: 8 am – 2pm
Central Time

Home Equity Customer Service
1-866-820-9199
Mon – Fri: 7 am – 10 pm
Sat: 8 am – 2 pm
Central Time

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