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COVID-19 Assistance

COVID-19 related payment assistance

Contact us at 1-800-219-9739 to request or resolve a forbearance. Keeping you informed and in your home are our top priorities.
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If you’re unable to make payments and experiencing financial hardship caused by COVID-19, you may be eligible to pause your mortgage and home equity payments for up to 12 months even if you’re behind on your payments, in foreclosure, or in bankruptcy.

How it works

During the short-term forbearance, we won’t charge you late fees, report any additional missed payments to consumer reporting agencies, or refer your loan to foreclosure. If your loan was current when you requested assistance, we'll report your loan as current with a comment about the forbearance. The initial forbearance is 6 months. If you need additional time to recover, you can request an extension for another six months. If you have multiple accounts, forbearance must be requested and extended on each account separately. 

A forbearance does not cancel your payments

If you’re able, you should continue to make payments because you may need to repay the outstanding balance including any missed payments or escrow shortages later.

NOTE: If you accept a forbearance, you will also be ineligible for new loans and credit from Wells Fargo — including a new mortgage or mortgage refinance, auto and personal loans, credit cards, and additional home equity funds — until your financial hardship is over and certain conditions are met like ending your forbearance and resolving any missed payments.

You can make payments — even partial payments — during forbearance or end forbearance at any time. Make a payment with online banking, call us at 1-800-219-9739, or mail your payment to the address on your monthly statement.

You may be eligible for other options besides payment suspension (forbearance).

Learn about other payment assistance options

Reach out to us for help



Call 1-800-219-9739 to request, extend or end a forbearance. If your forbearance is about to end, we need to hear from you immediately.

You can also extend a forbearance from your mortgage account details page in online banking.

After forbearance ends



If you’re unable to resume payments after forbearance, call 1-800-219-9739 right away. You may be eligible for one of the programs below.

  • Repayment plan — Find a manageable plan to catch up on missed payments.
  • Deferral program — Defer all your missed payments to the end of your loan term — repay them all at once when you pay off or refinance your loan, or no longer own your home.
  • Loan modification — Changes certain terms of your loan to help make your payments or terms more manageable.
  • Short sale — May allow you to sell your home for less than you owe on the mortgage to help avoid foreclosure.
  • Deed in lieu — May allow you to voluntarily transfer ownership of your home to your lender to help avoid foreclosure.

Your post forbearance options may depend on your financial situation, including your loan status, type of loan, and whether or not your payments were current when the COVID-19 emergency was declared in March 2020. Learn about other payment assistance options

Avoid scams

There is no fee for a forbearance. If you suspect you have been contacted by a scammer, please submit a complaint to the Federal Trade Commission.

Avoid anyone who asks for a fee for counseling or a loan modification, asks you to sign over the deed to your home, or asks you to make your mortgage payments to anyone other than Wells Fargo Home Mortgage.


Popular questions

How should I handle automatic payments?

  • You’ll need to stop any automatic mortgage payments right away. For help with canceling automatic payments from a Wells Fargo checking or savings account, notify us at least 3 business days before you want them to stop.
  • You’ll need to set up automatic payments or plans after forbearance ends. If you are currently on forbearance, you may be able to set up automatic payments through Wells Fargo Online.

Can you refund my last payment?

We can refund payments that will not cause a customer’s account to become past due (due for a previous calendar month). For example, we can refund October’s payment if you make that request in October, however we could not refund September’s payment if you make the request in October.

Can I get cash out of my house using the equity?

You may qualify for a cash-out refinance. We are not currently accepting applications for home equity lines of credit (HELOCs). Please contact your home mortgage consultant or call 1-877-937-9357 to learn more.

Can I request forbearance for last month’s payment?

Unfortunately, a forbearance is not retroactive. Once you request a forbearance, we can suspend upcoming payments.

Is there special assistance for members of the military?

The Servicemembers Civil Relief Act (SCRA) may offer protection or relief to members of the military, including the Reserves and National Guard, the Public Health Services, the National Oceanic and Atmospheric Administration, and their spouses, partners, and dependents. If you have recently been called to military service, send us your military service documentation by:

  • Mail or overnight mail:
    Wells Fargo Bank c/o SCRA Request
    DSR - MAC D1118-02M
    1525 W. WT Harris Blvd.
    Charlotte, NC 28252-8522
  • Fax: 1-855-872-6262
  • Secure email options. For details, call 1-855-USA-2WFB (1-855-872-2932).
  • Visit any Wells Fargo branch.

How will forbearance affect escrow and insurance?

If you don’t currently escrow with us, you’ll need to continue paying your taxes and insurance yourself during forbearance.

If you do have an escrow account with us, we’ll continue to make tax and insurance payments during forbearance. However, an escrow shortage could result in higher payments later and ineligibility to close your escrow account.

Missed mortgage insurance payments may delay when you can remove mortgage insurance. Also, you may be required to increase flood insurance coverage and pay premiums through an escrow account. We’ll let you know what’s required.

What support do you offer if someone passed from COVID?

Our sympathy is with all who have lost loved ones to COVID-19.

If our customer has died, we encourage you or an authorized representative to contact: 1-877-822-7864. We have a dedicated Life Events Team that can assist during this difficult time.

How will forbearance affect my loan modification?

If  you accept a forbearance, we'll have to cancel any loan modification currently in progress. Finalized loan modifications are not affected.

If the mortgage 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.

If you had a loan modification in the past that offered principal forgiveness that was contingent on your loan remaining current, you risk losing that benefit.

Contact us to discuss the best options for your situation.


Additional resources

Working with a housing counselor

If you need help with broader financial challenges, reach out to a local HUD-approved, non-profit housing counseling agency for financial education, mortgage help services, and other free assistance. Go to HUD.gov to find an agency near you or call 1-800-569-4287 (TDD 1-800-877-8339).

Additional information on mortgage and housing assistance during the coronavirus national emergency can be found on the Consumer Financial Protection Bureau (CFPB) Federal Housing Finance Agency (FHFA) site.

Homeowner Assistance Fund (HAF) for those affected by COVID

If you are experiencing a financial hardship, you may be eligible for mortgage assistance programs from your state's housing finance agency or other state or local government agency.

Learn more about the HAF

Still have questions?

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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