Mortgage Payoff Statement Not Received? Your Rights and Next Steps

Whether you're preparing to refinance, sell your house, or simply pay off your home loan, getting an official mortgage payoff statement from your loan servicer ensures you know the exact payoff amount, including principal, interest, and fees. If you're ready to request a mortgage payoff statement from your servicer, understanding the steps and what to do if there's a delay can save you time, money, and stress.

In this article, you'll learn what a mortgage payoff statement is, how to request one, federal rules that protect your rights, and what actions to take if you don't receive your payoff statement on time. You'll also find answers to common questions from homeowners about the mortgage payoff process, timing, escrow refunds, and more.

What Is a Mortgage Payoff Statement?

A payoff statement is an official statement of how much you must actually pay to satisfy your mortgage debt. It will include all the amounts you owe, including the unpaid principal balance, interest accrued through the day you intend to pay off the loan, as well as any fees or costs incurred.

How Do I Request a Mortgage Payoff Statement?

You can request a payoff statement from your loan servicer. The servicer will then prepare the statement, which will include the total amount you owe and the date that the amount is good through. In addition, it will provide instructions on how to wire the payment or where to send payment.

Can Someone Else, Like a Title Company, Request the Payoff Statement for Me?

You may authorize a third party, such as a title company, attorney, escrow officer, or new lender, to request a mortgage payoff statement on your behalf. You'll probably have to provide written authorization and might have to complete a specific form.

Why Is My Mortgage Payoff Higher Than My Loan Balance?

You can't just pay the amount shown on your monthly mortgage statement to pay off the loan. That amount is your outstanding loan balance, not a payoff amount. You need an official payoff statement from the servicer to ensure you pay the correct amount. The amount on the payoff statement is higher than the balance because it includes interest, costs, and fees.

How Long Does It Take to Get a Mortgage Payoff Letter?

Under federal law, the servicer must generally send you a payoff statement within seven business days of your request, subject to a few exceptions. (12 C.F.R. § 1026.36 (2025).)

Exceptions to the Federal Payoff Statement Deadline

The servicer doesn't have to meet the seven-day deadline if any of the following situations apply.

• The loan is in bankruptcy or foreclosure.
• The loan is a reverse mortgage.
• There was a natural disaster or other similar circumstances.
• The servicer specified reasonable requirements for making the payoff request (such as requiring you to send the request to a specific mailing address, email address, or fax number), and you didn't follow these requirements. (12 C.F.R. § 1026.36 (2025).)

If any of these exceptions apply, the servicer must provide the payoff statement within a reasonable time.

What to Do If the Servicer Doesn't Send a Payoff Statement

If you don't receive the payoff statement within an appropriate time frame after your request, you can send your servicer a written complaint (called a "notice of error"). By law, the servicer must respond to you within seven days, excluding legal public holidays, Saturdays, and Sundays. (12 C.F.R. § 1024.35 (2025).)

How to Send a Notice of Error for a Missing Payoff Statement

To send a notice of error, you'll need to write a formal letter (don't use the payment coupon or a generic email form). You can find a sample notice of error on the Consumer Financial Protection Bureau's website, but be sure to customize your letter.

Your written complaint should include:

• your name
• your property address
• information that allows the servicer to identify your mortgage loan account (that is, your mortgage loan account number), and
• a description of the error (that is, that the servicer failed to provide you with a payoff statement). Be sure to include the date of your request for a payoff statement. You might want to begin your letter with "I requested a mortgage payoff statement on [date], and as of today, I have not received it, in violation of federal law."

Find your servicer's designated address for error resolution by looking on your billing statement or online. You can also call the servicer's customer service phone number to get it. This address is often different from where you send your payments.

Before sending your letter, make a copy for your files and note the date you sent it. If you mail the notice of error, send it by some method you can track, such as certified mail, return receipt requested.

What If I Think the Amount in a Payoff Statement is Wrong?

You can also send a notice of error disputing the accuracy of any payoff statement you receive if you think the amount is incorrect. Federal mortgage servicing regulations require the servicer to correct the error, if there is one, within seven days, excluding legal public holidays, Saturdays, and Sundays.

Mortgage Payoff Statement FAQ: Common Questions Answered

The following FAQs answer the most common concerns homeowners have about mortgage payoff statements.

How long does it take to get a mortgage payoff statement?

Again, federal law generally requires the servicer to provide a payoff statement within seven business days after receiving your request, unless an exception (such as you filed for bankruptcy or a natural disaster occurred) applies.

How is the payoff amount calculated?

The payoff amount includes the unpaid principal balance, interest that accrues daily, plus unpaid fees or costs up to the payoff date.

Is There a Fee for Requesting or Receiving a Mortgage Payoff Letter?

Some lenders charge a payoff statement fee, typically ranging from $25 to $50, depending on the lender's policy and state law. In other cases, the payoff letter is free.

How long is a mortgage payoff statement valid?

A mortgage payoff letter is typically valid through the "good through" date given in the letter, which is usually 7 to 30 days after the letter is issued. The timeframe can vary by lender. Many mortgage payoff statements include a daily interest amount (per diem) so you can calculate your exact payoff if paying after the expiration date, but sending a payment after the validity date might result in a shortfall due to additional interest or fees. So, you should make your payment by the good-through date, if possible.

What information is included in a mortgage payoff statement?

The mortgage payoff statement will include the total payoff amount, a "good through" date, plus a breakdown of the accrued interest, fees, and costs. It will also provide instructions for making payment and information about any prepayment penalties.

Will I get any money back from my escrow account after paying off my mortgage?

Yes. After paying off your mortgage, you're typically entitled to a refund of any remaining balance in your escrow account.

What should I do if the servicer doesn't respond?

If the servicer doesn't respond within the required time, send them a notice of error. If you still don't get a response, consider consulting with a HUD-approved housing counselor or attorney to help you enforce your rights.