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Frequently Asked Questions

Working with Wells Fargo

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

Home preservation specialists generally are available Monday - Thursday, 7 am - 9 pm, Friday, 7 am - 8pm, and Saturday, 8 am - 4 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?

No, samples aren't available, but your home preservation specialist will provide you with links to the exact documents you need.

If you're self-employed, you'll need to provide financial statements that verify your income. You may need to provide current financial statements for your businesses, including:

  • Tax returns
  • Evidence of existence of the business, such as a copy of a recent business license
  • Year-to-date profit and loss (P&L) statement
  • Balance sheet

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 may 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 what the new monthly payment will be.

Other options

Will my credit rating be affected if I miss a payment or 2?

Your credit rating may be affected by missing a mortgage payment. Missing 2 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.

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, 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.

Related information

Call 1-800-678-7986 for help with your payment issues.

Help for military personnel

Active-duty service members 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