Billing dispute and adjustment
How do we capture a billing dispute with its evidence, decide the adjustment in the Decision Desk with the reason and the approver on the record, and answer the customer on the clock?
Make the dispute a case with evidence and a decision with an approver. Callvu takes the dispute from any channel against the specific bill lines, classifies it (a rate or plan error, an unrequested feature, usage the customer denies, a fee or surcharge, a third-party charge, a promotion not applied, a proration), prefills the account and the usage detail behind the disputed lines, chases the evidence the type needs from the customer (the order confirmation, the promotion terms, the screenshot) and from the systems (the order history, the provisioning record, the usage records), proposes the adjustment under the policy, routes it to the billing desk in the Decision Desk with only the allowed outcomes and the approval limits, writes the adjustment to the billing system with the reason code and the approver, and answers the customer within the state's complaint clock. Live at AT&T.
Live at AT&TComplex: multi-party handoffsCallvu moves: classify, chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
The credit was given to end the call, with no reason code, and the same charge appeared next month.
A customer disputes a charge. The agent, under handle-time pressure, credits it and moves on; the cause (a plan not changed, a feature not removed, a promotion not applied) stays in the system, the charge returns, and the customer calls again angrier. Or the dispute is escalated to a queue where it ages past the commission's response deadline, and the complaint goes to the regulator.
A dispute has a type, evidence on both sides, a policy for the adjustment, an approval limit, and a clock: the truth-in-billing rules require the carrier to resolve disputes about the bill, and the state commissions set response periods for complaints and require the reason to be given. The adjustment belongs in the billing system with a reason code and an approver so the pattern can be seen and fixed.
A dispute decided with a reason is a charge that does not come back.
How it runs
From the requestto the system of record.
A customer disputes a charge in the app, by chat, with an agent, by letter or through a regulator's referral. Callvu opens the dispute against the bill.
- Customer
- Selects the disputed lines, explains, and uploads evidence on their phone.
- Agent
- Captures the dispute on a call and sees the proposed adjustment.
- Billing desk
- Decides in the Decision Desk within the approval limits.
- Callvu
- Classifies, prefills, chases evidence, proposes, routes, writes and answers.
Capture and classify
The customer selects the bill lines in dispute and states the reason; the dispute is classified (a rate or plan error, an unrequested feature or add-on, denied usage, a fee or surcharge, a third-party charge, a missing promotion or credit, a proration after a change) and the policy for that type sets the evidence, the adjustment rule and the approval limit.
Prefill, chase and verify the evidence
The account, the bill, the order and change history, the provisioning records and the usage detail behind the lines are prefilled; the customer is asked for what only they hold (an order confirmation, the promotion's terms, a chat transcript) through a link; a third-party charge routes to the unauthorized charge process; the evidence is read and checked.
Decide
The adjustment the policy supports is proposed with the amount, the reason code and the root cause fix (remove the feature, correct the plan, apply the promotion); the billing desk decides in the Decision Desk with the evidence and only the allowed outcomes (adjust as proposed, adjust a different amount with the reason, deny with the reason, or escalate above the limit), and the approver is recorded.
Write back and answer
The adjustment is written to the billing system with the reason code, the approver and the linked root cause change, the customer receives the written decision with the reason and the next steps (including the state commission complaint route where the state requires it) within the clock, and the dispute pattern feeds the back office report by reason code.
Where it ends: The dispute was captured against the lines with evidence from both sides, decided with a reason and an approver, written to the billing system with the root cause fixed, and answered on the state's clock. The Decision Trace shows the classification, the evidence and the decision; the Audit Trace shows the capture, the chases, the write and the answer with time.
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
The app, chat, an agent, a letter or a regulator's referral; the customer uploads evidence on their phone.
The back office
The billing desk decides with the evidence in the Decision Desk; the back office report shows disputes by reason code.
The Decision Desk
- Every adjustment goes to the billing desk in the Decision Desk with the evidence and only adjust as proposed, adjust with reason, deny with reason, or escalate above the limit, with the approver recorded.
Proof
Live at AT&T.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.
TEL-02 · Self-asserted · verified 2026-11-05
At AT&T Business, Callvu worked inside the existing contact center platform with no changes to internal processes.
ATT-03 · Customer-attested · verified 2026-11-02
"Callvu helps us transform how we connect with customers across critical touchpoints. We quickly deployed digital experiences that reduce service volume, improve customer satisfaction and automate low value service tasks. We were able to implement meaningful changes with minimal IT strain or compliance headaches." David C. Williams, AVP Automation, AT&T.
ATT-01 · Customer-attested · verified 2026-11-05
Questions
What buyers ask next,answered plainly.
What does the customer provide?
The disputed lines and the reason, plus anything only they hold such as an order confirmation or a promotion's terms, uploaded on their phone; the order, provisioning and usage records come from the systems.
Who approves the credit?
The billing desk in the Decision Desk within the approval limits, with the reason code and the approver written to the billing system.
How fast is the answer?
Within the state commission's complaint period for regulated services, in writing, with the reason and the escalation route.
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