Person-to-person and bill pay issue resolution
How do we handle a bill payment or person-to-person payment that went to the wrong payee or failed, with the right claim opened and recovery tracked?
Classify first, then route. When a customer reports a bill payment or a person-to-person payment problem, Callvu identifies them, prefills the payment, classifies what happened (wrong payee, wrong amount, not received, duplicate, unauthorized, a scam the customer was induced into), opens the claim that applies (a Reg E error, a network dispute, a recovery request to the receiving bank, a bill pay provider inquiry), collects what the claim needs on the customer's phone, and records the outcome.
In scopeSimpleCallvu moves: classify, chase and verify, write back
Last updated November 7, 2026.
The problem today
Every payment problem becomes a Reg E dispute, or none of them do.
A customer sent a person-to-person payment to the wrong phone number, or paid a scammer who posed as the utility, or a bill payment check never reached the payee. The agent opens whatever the system opens by default. A wrong-payee payment the customer authorized is not a Reg E error; a payment the customer never made is. A scam sits in between, and the network has its own reimbursement rules for some of them.
Getting the classification wrong costs both ways: a Reg E claim denied badly is a complaint and a finding, and a recoverable payment treated as a Reg E denial is money the customer could have had back.
Speed matters for recovery. A request to the receiving bank to return a misdirected payment works in hours, not days.
How it runs
From the requestto the system of record.
A customer reports a problem with a bill payment or a person-to-person payment in any channel. Callvu identifies the customer, records the notice time, and prefills the payment.
- Customer
- Identifies the payment, describes what happened, provides evidence, and receives the outcome.
- Payments support
- Handles recovery requests and decides claims in the Decision Desk.
- Callvu
- Prefills, classifies, opens the right claim, chases evidence, sends recovery requests, keeps the clocks and records.
Prefill and classify
The payment (type, amount, payee or recipient, date, channel, status) is prefilled from the payments platform. The customer's account of what happened classifies it: unauthorized (someone else sent it), authorized to the wrong recipient, wrong amount, duplicate, not received by the payee, or induced by fraud. The classification picks the claim type and its clock.
Open the right claim
An unauthorized payment opens a Reg E error claim with the notice time. A misdirected or duplicate payment opens a recovery request to the receiving bank or the network, sent immediately. A not-received bill payment opens an inquiry with the bill pay provider and a payee trace. An induced-fraud payment opens the network's scam reimbursement process where the network offers one, and a fraud case.
Chase and verify
What the claim needs (a screenshot of the scam message, the recipient details, a payee confirmation) is requested with a link and attached. The case shows the clock for the claim type and the recovery status.
Decide and write back
Payments support decides in the Decision Desk with the classification, the evidence and the recovery status, and only the outcomes the claim type allows. The resolution, the credit or recovery, and the notices are written to the core and the payments platform.
Where it ends: The right claim was opened on the right clock, recovery was attempted at once where it was possible, and the customer has the outcome with its reason. The Decision Trace shows the classification; the Audit Trace shows every request and step.
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, including an AI agent over MCP. Evidence is uploaded on process-controlled screens.
The back office
Payments support receives a classified case with the recovery already requested, and decides with the rules for that claim type.
The Decision Desk
- Payments support decides in the Decision Desk with the classification, the evidence and the recovery status, and only the outcomes the claim type allows.
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.
Is a payment to the wrong person a Reg E error?
Not if the customer authorized it. It is a recovery request to the receiving bank, sent at once. A payment the customer did not make is a Reg E claim on its clock.
What about a scam?
The classification opens the network's scam reimbursement process where one applies, and a fraud case, and the customer is told what the rules provide.
How fast is the recovery request?
Immediately on classification, from the case, with the receiving bank's response tracked.
Related processes
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