FAQs for Credit Cards and Personal Lines of Credit related to COVID-19

Helping you during these uncertain times

These are unprecedented and challenging times. If you're experiencing a hardship, or have other needs, we'll work with you.

We created this page as a resource and we’ll update it as the situation changes.

 

Wells Fargo Online® banking

Wells Fargo Online banking is the fastest and easiest way to manage your account. You can safely and securely make payments, check your balance and available credit, and access many other services 24/7 from our website or mobile app.1 If you don’t have Wells Fargo Online banking you can enroll here.

We continue to experience high call volume, and many branches have limited operations and staff.

 

Frequently asked questions

 

Wells Fargo is committed to helping customers experiencing hardship related to COVID-19.

These FAQs provide information effective as of September 16, 2020 on how we are supporting our credit card and personal line of credit customers.

This information is subject to change at any time. If you currently have payment assistance and have questions about the terms of the assistance, please contact us.

 

Requesting Payment Assistance

The best way to manage your account and/or evaluate your payment assistance options is through Wells Fargo Online banking, using our online payment assistance request form. The form is available from Wells Fargo Online banking for eligible personal loans, personal lines of credit, student loans, credit cards, and home loans. If the form doesn’t appear, to speak to someone about your situation, please call us:

  • Credit card accounts: 1-844-853-6686 (available Monday – Thursday, 7:00 am – 9:00 pm; Friday, 7:00 am – 5:00 pm; Saturday - Sunday, 8:00 am – 4:00 pm Central Time).
  • Retail accounts: 1-844-808-9010 (available Monday – Thursday, 7:00 am – 9:00 pm; Friday, 7:00 am – 5:00 pm; Saturday - Sunday, 8:00 am – 4:00 pm Central Time).
  • Personal Lines of Credit (unsecured), CD/Savings Secured Lines of Credit accounts: 1-866-828-5047 (available Monday – Thursday, 8:00 am – 5:30 pm; and Friday, 8:00 am – 4:30 pm Central Time).

Qualifications and situations related to payment assistance

Please allow up to 14 days to process your payment assistance request. If you request assistance in more than one account, they may not process simultaneously.

Please let us know if you need additional assistance by signing on to your account and selecting the payment assistance banner at the top of your Account Summary.

If you are currently in active deferment, or your account doesn’t appear in the online payment assistance form and you have questions about your account, please call us:

  • Credit card accounts: 1-844-853-6686 (available Monday – Thursday, 7:00 am – 9:00 pm; Friday, 7:00 am – 5:00 pm; Saturday - Sunday, 8:00 am – 4:00 pm Central Time).
  • Retail accounts: 1-844-808-9010 (available Monday – Thursday, 7:00 am – 9:00 pm; Friday, 7:00 am – 7:00 pm; and Saturday – Sunday, 7:00 am – 4:00 pm Central Time).
  • Personal Lines of Credit (unsecured), CD/Savings Secured Lines of Credit accounts: 1-866-828-5047 (available Monday – Thursday, 8:00 am – 5:30 pm; and Friday, 8:00 am – 4:30 pm Central Time).

For new requests, the terms of the COVID-19 payment assistance program may be different from your initial request. We will provide the latest terms applicable to the payment assistance on your account(s) at the time you apply by phone or online. For many accounts, you can access the online payment assistance form via the payment assistance banner at the top of your Account Summary in Wells Fargo Online banking.

For many accounts, you may request assistance in Wells Fargo Online banking. You may request payment deferment on one or multiple accounts, based on your needs. You will need to select each individual account for which you are requesting payment assistance on the online payment-assistance request form.

If you request assistance on one account and then request assistance on another account the assistance terms of the two may differ.

If you also have a mortgage loan or home equity line of credit, please visit our Home Lending FAQs for more information.

Credit cards and personal lines of credit will appear in the online payment assistance form in Wells Fargo Online banking. For payment assistance requests, sign on to or enroll in Wells Fargo Online banking and select the payment assistance banner at the top of your Account Summary. We will review your eligibility, and respond. Please allow up to 14 days for processing.

If you have an account that doesn’t appear there, and you need help, please call us:

  • Credit card accounts: 1-844-853-6686 (available Monday – Thursday, 7:00 am – 9:00 pm; Friday, 7:00 am – 5:00 pm; Saturday - Sunday, 8:00 am – 4:00 pm Central Time).
  • Retail accounts: 1-844-808-9010 (available Monday – Thursday, 7:00 am – 9:00 pm; Friday, 7:00 am – 5:00 pm; Saturday - Sunday, 8:00 am – 4:00 pm Central Time).
  • Personal Lines of Credit (unsecured), CD/Savings Secured Lines of Credit accounts: 1-866-828-5047 (available Monday – Thursday, 8:00 am – 5:30 pm; and Friday, 8:00 am – 4:30 pm Central Time).

If you are currently receiving or previously received payment assistance, the terms provided at the time of your latest request will apply through the assistance period. If you have questions about the terms of your payment assistance, including the payment assistance period, please call us:

  • Credit card accounts: 1-844-853-6686 (available Monday – Thursday, 7:00 am – 9:00 pm; Friday, 7:00 am – 5:00 pm; Saturday - Sunday, 8:00 am – 4:00 pm Central Time).
  • Retail accounts: 1-844-808-9010 (available Monday – Thursday, 7:00 am – 9:00 pm; Friday, 7:00 am – 5:00 pm; Saturday - Sunday, 8:00 am – 4:00 pm Central Time).
  • Personal Lines of Credit (unsecured), CD/Savings Secured Lines of Credit: 1-866-828-5047 (available Monday – Thursday, 8:00 am – 5:30 pm; and Friday, 8:00 am – 4:30 pm Central Time).

Information for customers currently receiving payment assistance

If your credit card account is in good standing, you may continue to use your card within your credit limit.

If your personal line of credit is in a current payment status with no past due amount, you may continue to use your personal line of credit within your credit limit.

The terms provided at the time of your request will apply through your assistance period. You can refer to your most recent billing statement to view any interest being assessed as part of the agreed upon terms of the payment assistance. Interest that accrues will be added to your unpaid balance. If no payment is made, your account balance will increase even if you don’t make any new transactions. This may cause an increase to your minimum payment due after the assistance period ends, and/or increase the amount of time to pay off your balance, and/or increase the amount of interest you'll pay over the life of the account.

Yes. You can always make payments during the payment assistance period, if desired.

During the payment deferment period: If your account was current, we will continue to report it to the credit bureaus as current. If your account was past due, we will not change the delinquency status we previously reported to the credit bureaus.

After the payment deferment period: If your account was current, we will continue to report it to the credit bureaus as current. If your account was past due, we will resume reporting the delinquency status we previously reported to the credit bureaus. Please note, after the payment deferment period, any additional late payments, missed payments, or other defaults on your account may be reported to the credit bureaus and may be reflected in your credit report.

During the payment deferment period, the following fees will be waived:

  • If you have an annual fee, it will continue to be assessed, even if it occurs within your deferment period. However, you will not need to pay it until your deferment period ends.
  • No late payment fees, returned check fees, or cash advance fees will be charged (including overdraft protection fees).
  • All other fees may still be assessed, but will not be due for payment until your deferment period ends.

Please contact us for information related to any existing deferment.

  • Credit card accounts: 1-844-853-6686 (available Monday – Thursday, 7:00 am – 9:00 pm; Friday, 7:00 am – 5:00 pm; Saturday - Sunday, 8:00 am – 4:00 pm Central Time).
  • Retail accounts: 1-844-808-9010 (available Monday – Thursday, 7:00 am – 9:00 pm; Friday, 7:00 am – 5:00 pm; Saturday - Sunday, 8:00 am – 4:00 pm Central Time).
  • Personal Lines of Credit (unsecured), CD/Savings Secured Lines of Credit: 1-866-828-5047 (available Monday – Thursday, 8:00 am – 5:30 pm; and Friday, 8:00 am – 4:30 pm Central Time).

Other questions for credit card customers

Wells Fargo Online banking – the fastest way to manage your account is online or through our mobile app1. With Wells Fargo Online banking, you can:

  • View transactions, account balances and available credit
  • Make a payment
  • Update address and other contact information
  • Dispute a charge
  • Replace cards
  • Set up or cancel automatic payments
  • Add an authorized user
  • Redeem rewards

Other questions for personal loan and line of credit customers

Due to the economic uncertainty created by COVID-19, we’re not accepting any applications for new personal lines of credit or CD/savings secured lines of credit at this time, regardless of payment assistance status. We also are not accepting any requests for increases to existing customer lines of credit.

 


1 Availability may be affected by your mobile carrier’s coverage area. Your mobile carrier’s message and data rates may apply.