Debit card and EFT disputes

How do we handle an unauthorized electronic fund transfer claim inside the Reg E clocks, with provisional credit, the investigation and the notice on time?

Run the claim on the clock from the moment the customer reports it. Callvu records the notice time, prefills the transfers in question, takes the claim on a process-controlled screen, posts provisional credit on the tenth business day where the investigation is not complete, routes the investigation to the analyst with what the evidence shows, and sends the result notice with the required content inside the deadline. The whole case, with every date, is the record.

In scopeComplex: multi-party handoffsCallvu moves: chase and verify, classify, decide, write back

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Last updated November 6, 2026.

The problem today

The claim was taken on a Thursday call, the written confirmation was requested, and nobody noticed the tenth business day pass.

Today, without Callvu

A customer reports ACH debits they did not authorize, or an ATM withdrawal they did not make. The agent opens a ticket and asks for a written statement. The ticket waits for it. The regulation's clock started on the call, provisional credit was due on the tenth business day whether or not the statement arrived, and the result notice is due three business days after the investigation ends. None of those dates is on the ticket.

Reg E is exact about what the bank must do and when, and examiners test it from the notice date. It is also exact about what the result notice must say on a denial, and about the customer's right to the documents the bank relied on.

The investigation itself is often simple: the transfer's origin, the device, the location, the customer's history. What makes it fail is the handoff between the person who took the claim and the person who investigates it.

How it runs

From the requestto the system of record.

A customer reports an unauthorized or erroneous electronic fund transfer in any channel. Callvu identifies the customer, records the time of the notice, and opens the claim with the transfers in question.

Customer: Identifies the transfers, states the claim and signs it on their phone, and receives provisional credit and the result.
Dispute analyst: Investigates and decides in the Decision Desk within the clock.
Deposit operations: Posts credits and reversals from the case and sees every claim with its dates.
Callvu: Records the notice, prefills, chases the claim, keeps the clocks, posts provisional credit, routes the investigation and sends the notices.

Notice and prefill
The customer is authenticated for the channel and the notice time is recorded. The transfers in question are picked from the account's activity (ACH debits, ATM withdrawals, debit card transactions, transfers), and Callvu classifies the claim type: unauthorized, incorrect amount, not received, or a computational error.
Chase and verify the claim
The written claim, prefilled, is sent to the customer's phone and signed on a process-controlled screen. Where the bank requires written confirmation within 10 business days, the customer is told so at the notice; provisional credit is never delayed for it unless the bank told the customer that at the time. Supporting details (the device, the card's whereabouts, a police report where the policy asks) are requested with links.
Clocks and provisional credit
If the investigation is not complete within 10 business days of the notice, provisional credit for the amount claimed is posted and the customer is told within two business days. The investigation continues to 45 days (90 for point-of-sale, foreign-initiated and new-account transfers). The case shows the days left on each.
Investigate and decide
The analyst receives the case in the Decision Desk with the transfers, the claim, the account history, the device and location data, and any ACH return rights. The outcomes are the regulation's: error found and corrected, or no error with the reasons and the documents relied on. For an ACH debit, the return under the Nacha rules runs from the case where the window allows.
Write back and notify
The correction is posted, or the provisional credit is reversed with at least five business days' notice of the date and that the bank will honor items for five business days, and the result notice goes to the customer within three business days of completing the investigation with the required content. Every date is on the case.

Where it ends: The claim was investigated and answered inside the Reg E clocks, provisional credit was posted on time where it applied, and the case holds the notice time, the claim, the investigation and the notices. The Decision Trace shows the classification and each clock; the Audit Trace shows every step and posting. The Callvu moves in this process are chase and verify, classify, decide and write back.

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.

Regulations

Reg E error resolution timelines (12 CFR 1005.11): A notice of error received within 60 days after the statement (oral or written) starts the clock. The bank investigates and reports within 10 business days, or provisionally credits within 10 business days and takes up to 45 days (90 days for point-of-sale debit card transactions, foreign-initiated transfers and transfers within 30 days of the account's first deposit). The result is reported within three business days of completing the investigation; a denial includes a written explanation and the consumer's right to request the documents relied on. Provisional credit may not be withheld for lack of written confirmation unless the consumer was told of the requirement when the notice was given.
Reg E reversal of provisional credit (12 CFR 1005.11(d)): If no error is found, the bank gives the consumer the date and amount of the debit, honors checks and preauthorized transfers for five business days after the notice, and provides the explanation.
Reg E liability for unauthorized transfers (12 CFR 1005.6): The consumer's liability is limited by the timing of the notice: 50 dollars if within two business days of learning of the loss of the access device, up to 500 dollars after, and unlimited for transfers after 60 days from the statement; the notice time is the evidence.
Nacha Operating Rules, consumer unauthorized returns (return reason code R10 and the written statement of unauthorized debit): A consumer's unauthorized ACH debit may be returned within 60 days of the settlement date on a written statement of unauthorized debit; the claim captures the statement and the return runs from the case.

Company policies

The notice time is recorded at intake in every channel and starts the clock.
Provisional credit is posted by rule on the tenth business day where the investigation is open, with the notice to the customer.
The analyst's outcomes are the regulation's; a denial carries the reasons and the documents relied on.
An ACH return is filed from the case inside the Nacha window where it applies.
The dispute system is the system of record for the case; the core receives the credits and reversals.

Controls

Notice time recorded at authentication.
Transfer selection from activity and claim classification.
Signed claim on a process-controlled screen, with the written-confirmation rule applied correctly.
Provisional credit timer and notice.
Investigation routing with evidence attached and days left shown.
Reversal notice with the five-business-day honor period.
Result notice content and deadline enforced.

Clocks and deadlines

Investigation: 10 business days from the notice, or 45 days (90 in the extended cases) with provisional credit by day 10.
Provisional credit notice: Within two business days of posting.
Result notice: Within three business days of completing the investigation.
ACH unauthorized return (Nacha): Within 60 days of settlement on a written statement.

Documents and checks

The notice record with time and channel
The signed claim with the transfers in question
The supporting details requested and received
The provisional credit posting and notice
The analyst's finding with reasons and the documents relied on
The result notice and any reversal notice

In the Decision Trace

The claim classification and the clocks it set.
The provisional credit decision and timing.
The analyst's finding and the evidence.
The notices produced against the deadlines.

In the Audit Trace

Each contact with the customer and its time.
The claim signature and uploads.
The postings to the core.
Each Decision Desk step with the analyst and the time.

The handoff

Between the front doorand the back office.

The front door

Any channel, including an AI agent over MCP. The claim is signed on a process-controlled screen; the notice time is the same wherever it came from.

The back office

The analyst receives a complete case with the clocks visible; deposit operations posts from the case. Nothing waits on a written statement that was never going to arrive.

The Decision Desk

The analyst decides in the Decision Desk with the case and only the regulation's outcomes, and is nudged and escalated as each clock runs down.
A claim that signals account takeover routes to the fraud team from the same case.

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.

More than 1,000 processes are live across Callvu customers.

Across Callvu customers

Banca Transilvania automated more than 100 workflows with Callvu.

BNK-04

Bank Leumi digitized all loan application and servicing workflows within six months, and dozens more processes since.

BNK-01

Questions

What buyers ask next,answered plainly.

Does the clock wait for the written claim?

No. It starts at the notice, oral or written. The written claim is captured on the customer's phone, and provisional credit is not delayed for it unless the customer was told of that requirement at the notice.

When is provisional credit posted?

By the tenth business day from the notice where the investigation is still open, with the notice to the customer within two business days.

What does a denial notice contain?

The explanation, the customer's right to request the documents relied on, and where provisional credit is reversed, the date and amount and the five-business-day honor period.

What about ACH debits?

The claim captures the written statement, and the return is filed under the Nacha rules inside the 60-day window from the case.

Related processes

Card disputes and chargebacks Unauthorized ACH claim (WSUD)Person-to-person and bill pay issue resolution Try it in the sandbox All banking and credit unions processes

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