Payoff and short‑pay statements; request and content. (a). The first step is to get in touch with your lender or loan servicer.You can find their contact information on your monthly statements. The mortgage payoff statement is a document that provides a comprehensive breakdown of the remaining balance on a mortgage. Depending on your lender, you may have to sign in to an online account, call a helpline, or send a formal letter to start the request process. Requesting a payoff statement is commonly the first step in paying off a loan. Different types of lenders will have varying formats for payoff statements. Complete the Payoff Statement Request Form.