Wells Fargo Mobilizes to Help Customers Impacted by Hurricane Harvey


 Texas Border Business

Mobile Response Unit to station first in Dickinson, Texas, and tour multiple cities to help customers with processing insurance claims, repair and recovery advice

HOUSTON, Sept. 8, 2017 – Wells Fargo & Company (NYSE: WFC) today announced additional payment and fee relief for customers impacted by Hurricane Harvey. It also announced the deployment of its Mobile Response Unit to provide disaster recovery assistance to customers across Texas.

“Wells Fargo team members across the country are focused on doing whatever we can to provide support to those impacted by Hurricane Harvey, and today we are announcing additional relief for customers and are deploying new resources to the area to help recover and rebuild,” said Tim Sloan, CEO & president, Wells Fargo. “As we bring aid to team members, customers, businesses and communities affected by Harvey, our thoughts are also with everyone now in the path of Hurricane Irma. Our teams on the ground and across the country are closely monitoring the new storm, and we will deliver the same payment, fee relief and on-the-ground support to customers in impacted communities after Irma passes.”

Payment and fee relief & how to contact Wells Fargo

In response to the disaster, Wells Fargo will provide payment relief for the next 90 days on credit cards, student loans, auto loans, home mortgage, home equity and retail small business loans and lines of credit in FEMA declared areas.

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The bank is also proactively waiving or refunding fees for impacted consumers in FEMA declared areas; this includes ATM fees for using non-Wells Fargo ATMs, late fees and debit card over-the-counter cash disbursements fees, among others.

In addition, negative credit reporting is being suppressed for home mortgage, home equity, credit card, student loan, personal lines and loans, auto loans and retail small business lending customers who receive payment relief.

Impacted customers who are not in a FEMA declared area are also able to receive similar benefits by contacting Wells Fargo. After 90 days, customers who are still experiencing hardships should contact customer service to discuss additional relief options.

Wells Fargo Home Mortgage and Home Equity customers impacted by Hurricane Harvey and floods should contact the Wells Fargo Disaster Assistance Team, 888-818-9147, to discuss payment arrangements or for assistance with property insurance loss claims. The team is available Monday through Friday from 6 a.m. to 10 p.m. CT, and Saturday and Sunday from 7 a.m. to 5 p.m. CT, to help offer guidance and information about loans and assistance programs.

Customers in the impacted area who participate in an employer-sponsored 401(k) plan provided by Wells Fargo may be eligible to access their retirement savings. Recently, the IRS relaxed rules for employers that allow individuals easier access to their retirement savings for hardship purposes. Wells Fargo is prepared to make hardship withdrawals or loans available to customers that qualify under these new guidelines. For more information, customers should call 800-728-3123.

Retail small business customers impacted by the hurricane are encouraged to call Wells Fargo, 800-225-5935, for more information and to discuss their options. Wells Fargo Insurance Services has also contacted clients in impacted areas to provide support and expertise as part of recovery efforts.

Customers of Wells Fargo Merchant Services who are in need of assistance with their merchant processing due to the impact of Hurricane Harvey can call 800-451-5817. Impacted merchant customers who contact Wells Fargo by Sept. 30 can receive a complimentary Wells Fargo Mobile Merchant card reader to attach to a mobile device, which will allow their business to accept card payments. The one-time cost for the card reader is waived; however, processing and data rates will still apply.

Commercial Distribution Finance is also working to ensure customers have adequate credit lines to handle the retail orders that may come through as a result of the relief and rebuilding efforts. Relationship teams are reaching out to business customers who may have been materially impacted by the storm to address their credit and cash flow management needs and provide relief on a case-by-case basis.

All other impacted customers needing assistance can contact Wells Fargo 24 hours a day, seven days a week, 800-TO-WELLS (800-869-3557). Visit Wells Fargo’s Get Help with Disaster Recovery web page for additional details. 

Mobile Response Unit to be deployed & mobile ATMs

The Wells Fargo Mobile Response Unit will first station in Dickinson, Texas, on Sept. 13 at 4105 Gulf Freeway. Customers can receive in-person assistance from disaster recovery specialists on board from 9 a.m. to 7 p.m. weekdays and 9 a.m. to 2 p.m. Saturday. Specialized team members are prepared to provide in-person assistance with mortgage, home equity, auto, credit cards, student loans, personal loans, small business loans, insurance claims processing and advice to start the repair and recovery process. Customers facing payment challenges can meet face-to-face with the company’s disaster assistance specialists to explore available options. Customers can also receive disaster recovery assistance services at Wells Fargo bank branches.

The Mobile Response Unit will travel to multiple communities across Texas impacted by Hurricane Harvey. To follow or track the path of the Mobile Response Unit, follow @wellsfargo on Twitter, where updates will be provided regarding location sites.

Wells Fargo’s Mobile Response Unit is a 75-foot, heavy-duty commercial “office on wheels” designed to bring valuable information after a disaster directly to customers. The Mobile Response Unit has private offices and is equipped with computers and cellular data feed with satellite backup and is powered by self-contained generators. Wells Fargo previously deployed its Mobile Response Unit to Houston in June 2015 after floods damaged thousands of homes.

There is also currently a disaster recovery mobile ATM in Houston and Rockport, Texas. 

Wells Fargo donates to relief efforts in Houston

As previously announced, Wells Fargo is supporting those affected by Hurricane Harvey by donating $500,000 to the American Red Cross Disaster Relief Fund and an additional $500,000 to local nonprofits focused on recovery and relief efforts in Texas in the coming days and weeks, with a total commitment of $1 million.

Wells Fargo has also facilitated customer donations to aid relief efforts:

  • Customers are able to donate to relief efforts through Wells Fargo ATMs nationwide through Monday, Sept. 11. Customers will not be charged a fee for using this service, and 100 percent of the donations will be sent to the American Red Cross. To date, more than $1.5 million customer donations have been collected through Wells Fargo ATMs.
  • Wells Fargo Go Far Rewards customers are able to redeem any amount of their available rewards and donate to the American Red Cross Disaster Relief Fund through Monday, Sept. 11. Customers can access their rewards account at GoFarRewards.wf.com or by calling the Go Far™ Rewards Service Center, 877-517-1358.