Please see more information in the Payoff Demand Instructions. The payoff amount isn't just your outstanding balance; it also encompasses any interest you owe and potential fees your lender might charge.Step 1: Get the payoff amount and instructions. The mortgage payoff statement is a document that provides a comprehensive breakdown of the remaining balance on a mortgage. Are you looking to make your final payment? To request your payoff balance, please submit your request or call us at (877) 693-6898 with any questions. 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. Call your mortgage company and verbally request a "mortgage payoff statement". A mortgage payoff statement is a document that details your loan balance.