Payoff statement request
How do we check identity and authorization before producing a mortgage payoff statement, and send it within the required time?
Gate the figure on authorization and produce it from servicing. Callvu identifies the requester (the borrower, or a third party against the borrower's authorization on file or a new one captured on the borrower's phone), computes the payoff statement from the servicing system with the good-through date and per diem, delivers it within seven business days of a written request, and records the request, the authorization and the statement on the loan.
In scopeSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The title company got the payoff by calling the servicer's main line, and the per diem was wrong.
A payoff statement is a disclosure of the borrower's balance to whoever asks, and a figure the lender is held to. Produced by hand from a screen, it is wrong by a day's interest or a fee, and released to a caller whose authority was assumed. Reg Z gives seven business days from a written request; GLBA restricts who may receive it.
The two controls are simple: authorization before release, and computation from the servicing system with the dates explicit.
Volume makes both slip.
How it runs
From the requestto the system of record.
A borrower or a third party (a title company, an attorney, a lender) requests a payoff statement in any channel. Callvu identifies the requester and opens the request.
- Borrower
- Requests, or authorizes a third party on their phone.
- Authorized third party
- Requests with the borrower's authorization and receives the statement.
- Servicing
- Sees every payoff and handles exceptions in the Decision Desk.
- Callvu
- Identifies, checks or captures authorization, computes, delivers within the time, records.
Identify and authorize
A borrower is authenticated for the channel; a third party is matched to an authorization on file, or the borrower is asked to authorize through a link on their phone before any figure is released. The receipt date of a written request is recorded.
Prefill and compute
The payoff is computed from the servicing system: principal, interest to the good-through date with the per diem, escrow, fees and any prepayment terms, with the good-through date set by the lender's policy, and the payment instructions with the verified wire details.
Decide exceptions
A loan in loss mitigation, bankruptcy or foreclosure, a disputed balance, or an authorization that cannot be confirmed goes to servicing in the Decision Desk with only the allowed outcomes.
Deliver and write back
The statement is delivered within seven business days of a written request by the requester's channel, and the request, the authorization, the statement and the delivery are written to the loan in the servicing system; the payoff process continues when the funds arrive.
Where it ends: The payoff statement went only to an authorized party, computed from servicing with explicit dates, inside the time limit, and the loan record shows the request and the authorization. The Decision Trace shows the authorization basis and the computation; the Audit Trace shows the delivery.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
Any channel; a third party's authorization captured on the borrower's phone.
The back office
Servicing sees every payoff and decides only exceptions.
The Decision Desk
- A loan in loss mitigation, bankruptcy or foreclosure, a disputed balance, or an unconfirmed authorization goes to servicing in the Decision Desk with only the allowed outcomes.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
Questions
What buyers ask next,answered plainly.
Can a title company get a payoff directly?
With the borrower's authorization on file, or after the borrower authorizes through a link on their phone; nothing is released before.
How fast?
Within seven business days of a written request, computed from the servicing system with the good-through date and per diem.
What if the loan is in foreclosure?
The request goes to servicing in the Decision Desk before any figure is released, with the allowed outcomes.
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