The City of San José processes requests for payoff demands of existing homebuyer and home repair loans, and affordability restrictions (i.e. A payoff request can be created and mailed for free.How long does it take to obtain a payoff? This financial calculator helps you find out. Under the Loan Information section, you will find a payoff request option that will take you to our payoff request form. Fill out the form below to request a loan payoff letter. If you have any questions, please contact Loan Customer Service at 1-800-677-6272 option 5, option 2. Step 1: Get the payoff amount and instructions. Call your mortgage company and verbally request a "mortgage payoff statement". A mortgage payoff statement is a document that details your loan balance.