FAQs for Personal Loan and Student Loan payment relief due 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 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.

 

Frequently asked questions

We know that this is a challenging time and we are committed to helping guide you through it.

These FAQs provide information about our COVID-19 financial support as of December 30, 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.

Financial support

We may be able to help. To speak to someone about your situation, please call us:

  • Personal Loan, CD/Savings Secured Loan, and Motorcycle and Specialty Vehicle Loan 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 to 12:00 pm Central Time).
  • Relay calls accepted, including 711.

The fastest way to manage your account is through Wells Fargo Online banking. If you don’t have Wells Fargo Online banking enroll here.

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

  • Personal Loan, CD/Savings Secured Loan, and Motorcycle and Specialty Vehicle Loan accounts: 1-877-269-6056 (available Monday – Thursday, 7:00 am – 9:00 pm; and 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).
  • Relay calls accepted, including 711.

Information for customers currently deferring payments

If you are currently deferring payments on a personal loan or student loan, you are not required to make a payment during your deferral period. However, because interest continues to accrue during your deferral period, it is to your benefit to make full or partial payments at any time you are able. Be sure to carefully review all information provided about what to expect during and after the deferral period.

Yes. Interest will be charged according to the terms of your 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 Student Loans: Your scheduled monthly payment due may increase when your deferral period is over.

For Personal Loans: If you only make your scheduled payment amount each month after the deferral period ends, the additional interest that accrued during the deferral period will result in a larger amount owed on the last payment.

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

Yes, as a result of not making payments while in deferral your maturity date will be extended by the number of months your account was in deferral.

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.

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 deferral period.

Yes. You are encouraged to make full or partial payments at any time during your deferral 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.

Other questions for student loan customers

If you have a student loan that is in more than 60 days late, you will need to call us at 1-800-658-3567 (available Monday – Friday, 7:00 am – 8:00 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 Wells Fargo Online banking.

Wells Fargo also offers forbearance and loan modification options that you may qualify for.

Wells Fargo does not charge fees to enter any of our forbearance or loan modification programs. When a customer enters into the 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.

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 exiting the student loan business – we are selling and transferring our student loans. This means that in the coming months, Wells Fargo private student loans will be transitioned to a new loan holder and repayment will be managed by a new loan servicer, Firstmark, a division of Nelnet. More information will be delivered directly to our customers as soon as it becomes available.

January 28, 2021 at 6:00 PM Central Time will be the last date Wells Fargo will accept new applications for any of its private student loan products.

Up through that date, only customers with an outstanding balance on a Wells Fargo Private Student Loan are eligible to be borrowers on a new private student loan for the 2020-2021 academic year.

This means that:

  • If you have an outstanding balance on a Wells Fargo private student loan, you may be eligible to receive either a Wells Fargo private student loan or a Wells Fargo Private ConsolidationSM loan if you submit your application no later than January 28, 2021.
  • To successfully submit an application by this deadline, the borrower (or cosigner, if applicable) must submit a credit application for review either by phone or using our online application. When your application is successfully submitted, you will receive an email that thanks you for applying and describes the next steps to complete your loan request. Any incomplete student loan credit applications that have not been submitted for review prior to the deadline will be cancelled on January 29, 2021.
  • Wells Fargo will not be offering private student loans beyond the 2020-2021 academic year. For new applications submitted between September 23, 2020 and January 28, 2021, we will not disburse loan funds beyond June 30, 2021.
  • If you don’t have an outstanding balance on a Wells Fargo private student loan, you should contact your school's financial aid office to consider other options.

    Note: Applications submitted prior to September 23, 2020 are not affected by these changes.

Learn more about Wells Fargo Student Loans.

 


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