Disconnect and cancellation
How do we handle a disconnect or cancellation so the final bill, the proration, any early termination fee and the retention offer are handled in one process instead of three teams?
Run the cancellation as one classified request with its consequences shown. Callvu authenticates the customer, prefills the account (the lines, the plan, the commitment and its remaining term, the device agreements and balances, the promotions, the equipment on loan, the number and its port status), classifies the request (a full disconnect, a line cancellation, a port-out in progress, a move, a death, a deployment routed to their processes), computes the consequences (the proration, the early termination fee under the state's rules and the contract, the device balance due, the equipment to return, the final bill date), presents the retention offer the rules allow in the channel, routes an offer above authority or a fee waiver to the retention desk in the Decision Desk, captures the customer's decision, and writes the cancellation or the retained account to the BSS, the system of record, and billing with the final bill, the equipment return started and the confirmation.
In scopeComplex: multi-party handoffsCallvu moves: classify, decide, write back
Last updated November 7, 2026.
The problem today
The customer cancelled on the phone, was transferred to retention, then to billing, and received a final bill with a fee nobody had mentioned.
A cancellation touches three teams with three systems: the agent who takes it, retention who tries to keep it, billing who finalizes it. The customer is transferred between them; the early termination fee appears on the final bill without the proration explained; the device balance is a surprise; the router is never returned and the non-return fee follows. The cancellation that should have taken five minutes becomes a complaint and sometimes a regulator's letter.
The FCC's rules require the charges on the final bill to be clear and the disconnection handled as disclosed; the state early termination fee rules require fees to be pro-rated over the term and disclosed in the contract, and some states cap or prohibit them; the device installment agreement's balance becomes due per its terms; the equipment on loan has a return window and a non-return fee. The retention offer has an authority limit. All of it is computable before the customer decides.
A cancellation where the customer sees the whole final bill before deciding is one that ends the relationship cleanly or saves it honestly.
How it runs
From the requestto the system of record.
A customer requests a disconnect or a line cancellation in any channel, or a port-out completes. Callvu authenticates them and opens the cancellation on the account.
- Customer
- Sees the consequences and the final bill estimate, considers the retention offer, decides on a secure screen, and returns the equipment.
- Agent
- Works the same record and presents the offer the rules allow.
- Retention desk
- Decides offers above authority and fee waivers in the Decision Desk.
- Callvu
- Prefills, classifies, computes, presents the offer, routes, captures the decision and writes.
Prefill and classify
The account is prefilled from the BSS: the lines, the plan, the commitment and its remaining months, the device installment agreements and balances, the promotions, the equipment on loan, the number and any port-out request, the account standing; the request is classified (a full disconnect, a single line, a port-out, a move to a non-serviceable address, a death or a deployment routed to their processes, a dispute-driven cancellation) and the effective date is taken within the rules.
Compute and show the consequences
The proration to the effective date, the early termination fee under the contract and the state's proration rules (or none where the state prohibits it or the commitment has ended), the device balance due and its options (pay off, continue the installments where the policy allows), the equipment to return with the window and the non-return fee, the promotional credits lost, and the final bill date and estimate are computed and shown to the customer in plain terms before any decision.
Offer, decide and capture
The retention offer the rules allow for the account and the channel is presented with its terms (a plan, a credit, a device offer) and the customer's reason is captured; an offer above the agent's or the system's authority, a fee waiver request, or a cancellation the rules flag (a port-out that would fail, a business line under an agreement) goes to the retention desk in the Decision Desk with the computation and only the allowed outcomes: approve the offer, approve the waiver with the reason, or proceed with the cancellation as computed; the customer's decision to stay or go is captured on the secure screen.
Write back
The cancellation with the effective date, the proration, the fee, the device balance treatment and the final bill is written to the BSS, the system of record, and billing, the lines are disconnected on the date (after the port completes where one is in progress), the equipment return process starts with the kit or the drop instructions, and the customer receives the confirmation with the final bill explanation; a retained account is written with the offer applied and the new terms accepted.
Where it ends: The customer saw the whole final bill before deciding, the retention offer was made within authority, the cancellation or the save was written once, and the equipment return started from the record. The Decision Trace shows the classification, the computation and any decision; the Audit Trace shows the offer, the decision and the writes 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
Any channel; the customer sees the consequences and decides on their secure screen.
The back office
The retention desk decides only offers above authority and waivers; billing finalizes from the record.
The Decision Desk
- An offer above authority, a fee waiver request or a flagged cancellation goes to the retention desk in the Decision Desk with the computation and only approve the offer, approve the waiver with the reason, or proceed as computed.
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
AT&T runs close to 100 processes on Callvu, used by 55,000 agents.
Questions
What buyers ask next,answered plainly.
What does the customer see before cancelling?
The proration to the effective date, any early termination fee under the contract and the state's rules, the device balance and its options, the equipment to return with the window, the promotions lost and an estimate of the final bill.
Can the number be ported while cancelling?
Yes. A port-out in progress completes first and the line disconnects after, so the customer keeps the number; a balance or a contract cannot block the port.
Who approves a retention offer?
The agent or the system within authority; an offer above it or a fee waiver goes to the retention desk with the computation.
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