"Payoff amount" is generally higher than the remaining balance on the home. Here's how to determine your payoff amount: Contact your lender: Contact your mortgage servicer to request an official payoff statement.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. 1) Call the mortgage department and request an official principal payoff letter. Request a payoff quote. Remember to include the loan account number in the letter to ensure proper identification. The mortgage payoff statement is a document that provides a comprehensive breakdown of the remaining balance on a mortgage.