FAQs for Personal Loan, Personal Line of Credit, Student Loan, and Credit Card due to COVID-19

Helping you during these uncertain times

These are unprecedented and challenging times, and 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.

Online Banking

The best way to manage your account and/or request payment assistance is through online banking. From checking your balance and available credit, making a payment, and many other features, you can reach us 24/7 from our website or mobile app.

If possible, please make payments through online banking. We are experiencing high call volumes and many branches have limited operations and staff. Online banking is a safe and secure way to submit your payments.

 

Frequently asked questions

We are committed to helping you through this time and are offering payment assistance on eligible accounts.

These FAQs provide information about our COVID-19 payment assistance program as of June 3, 2020. This information is subject to change at any time without notice. If you currently have payment assistance and have questions about the terms of the assistance, please contact us.

Requesting Payment Assistance

We will defer monthly payments for 3 consecutive billing cycles on eligible personal loan and student loan accounts, and for 2 consecutive billing cycles on eligible credit card and personal line of credit accounts.

Please note that if you are already receiving payment assistance, the terms of any additional assistance may be new. Be sure to carefully read all information provided about what to expect during and after the payment assistance period.

For new payment assistance requests, sign on to or enroll in online banking and select the payment assistance banner at the top of your Account Summary.

For credit card, personal loan, personal line of credit, student loan, and home loan accounts, the fastest way to request assistance is to use our online payment assistance request form. If you have Wells Fargo online banking, sign on to your account and select the payment assistance banner at the top of your Account Summary. If you don’t have online banking you can enroll here.

For mortgage and home equity account questions, view our home lending FAQs.

If you prefer to call, please know we are here to help. However, we are experiencing high call volumes and long wait times.

 

The fastest way to request assistance is to enroll in online banking.

To reach us by phone, you can call the following numbers:

  • Credit card accounts: Call the number on the back of your card or on your monthly billing statement. If you enter requested authentication credentials, you can follow the automated prompts to request payment assistance.
  • Personal Lines of Credit accounts (unsecured): 1-800-946-2626 (available 24 hours – 7 days a week). If you enter the requested authentication credentials, you can follow the automated prompts to request payment assistance.
  • Personal Loans, CD/Savings Secured Loans, CD/Savings Secured Lines of Credit, and Motorcycle and Specialty Vehicle Loans accounts: 1-877-269-6056 (available Monday – Thursday, 7:00 am – 9:00 pm Friday 7:00 am – 4:30 pm Central Time).
  • Student Loan accounts: 1-800-658-3567 (available Monday – Friday, 7:00 am – 8:00 pm Central Time).

If you are currently receiving or previously received payment assistance, you may qualify for additional assistance. Please note that the terms of any additional assistance may be new. Be sure to carefully read all information provided about what to expect during and after the payment assistance period.

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, and you don't see your account listed on the online payment assistance form, please call us:

  • Credit card accounts: 1-800-988-8019 (available Monday – Thursday, 7:00 am – 10:00 pm; Friday, 7:00 am – 7:00 pm; Saturday, 7:00 am – 4:30 pm; and Sunday, 7:30 am – 5:30 pm Central Time).
  • Retail accounts: 1-800-266-6932 (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), Personal Loans, CD/Savings Secured Loans, CD/Savings Secured Lines of Credit, and Motorcycle and Specialty Vehicle Loans accounts: 1-866-828-5047 (available Monday – Thursday, 8:00 am – 5:30 pm; and Friday, 8:00 am – 4:30 pm Central Time).
  • Student Loan accounts: 1-877-396-9781 (available Monday – Thursday, 8:00 am – 8:00 pm; Friday, 8:00 am – 5:00 pm; and Saturday, 8:00 am – 12:00 pm Central Time).

The terms of any additional assistance may be new. Please read carefully all information provided about what to expect during and after the payment assistance period.

Terms of the COVID-19 payment assistance program are subject to change at any time without notice for new requests. At the time you apply for payment assistance, the latest terms applicable to your account(s) will be presented within your online payment assistance request form in online banking. You can access the online form via the payment assistance banner at the top of your Account Summary.

You may request assistance for each account you have with Wells Fargo in online banking. You may choose 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.

The terms in effect as of the date of your specific payment assistance request will apply to any account on which you request assistance at that time. For example, if you request assistance on one account on a particular date, and then request assistance on another account on a later date, the 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.

How payment deferment works

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.

Yes. Interest will be charged according to the terms of your account.

For credit cards and personal lines of credit, the 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.

For student loans and personal loans, the interest is not added to your unpaid balance and more of the next payment(s) will be applied to interest. This may result in additional interest accruing on the principal balance over the life of the loan.

For all accounts, you can always make payments during the payment assistance period and they will be applied in accordance with the terms of your credit agreement.

We do not charge any fees on student loans. This means, for example, that we do not charge application fees, origination fees, late fees, pay by phone fees, prepayment fees, and return check fees. This does not change if you defer your payments.

For personal loans, late fees and returned payment fees will be waived.

For credit cards and personal lines of credit, 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 refer to information in the terms and conditions in our online payment-assistance request form for details on automatic or recurring payments you may have set up, and any actions you may need to take during and after the assistance period.

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

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.

Other questions for credit card customers

Online Banking – the fastest way to manage your account is online or through our mobile app. With 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. We will continue to process applications previously received. Customers that applied for a personal line of credit, or an increase to an existing line of credit, on or prior to 05/15/2020 can expect to hear from us soon.

We continue to accept application for personal loans. Learn more

Other questions for student loan customers

If you have a student loan that is in more than 60 days late at the time you request payment deferment, you will need to call us at 1-800-658-3567 (available Monday – Friday, 7 am – 8 pm Central Time) for assistance making payments or with other questions. Student loan accounts more than 60 days delinquent at the time of deferment will be temporarily unavailable in online banking.

In addition to payment deferment for 3 consecutive monthly billing cycles, Wells Fargo also offers longer-term deferment and loan modification options.

Wells Fargo does not charge fees to enter any of our forbearance or loan modification programs. When a customer enters into the 3 consecutive monthly billing cycle deferment program Wells Fargo will suppress collection calls. We will not report to the credit reporting agencies any late or missed payments with respect to the deferred payments. If the customer’s account was reporting as current when it entered the deferment program, Wells Fargo will continue to report it as current to the credit bureaus. If the customer’s account was past due, Wells Fargo will not change the delinquency status it previously reported to the credit bureaus. When the deferment period ends, Wells Fargo will resume reporting based on the status that existed at the time the deferment started.

Wells Fargo applies any payment assistance accommodation at the account level; granting assistance does not result in any adverse action against a cosigner.

We are also proactively communicating with customers who are past due on their payments to provide support and assess what payment solutions can best support them.

Wells Fargo student lending does not charge late fees. Wells Fargo does not engage in involuntary collections efforts, such as filing collection lawsuits, conducting set-off or pursuing wage garnishment, with respect to education loans.

Wells Fargo is not refinancing federal student loans at this time. This allows affected customers to pursue the benefits announced by the Department of Education. You are welcome to apply to refinance any eligible private student loans.

Visit Student Loan Refinancing and Consolidation for more information.