Identity theft and fraudulent account claim

How do we take an identity theft claim about an account opened in a victim's name, review it with the documents, close or reassign the accounts, and clear the balance from collections and the credit bureaus?

Treat the victim as a claimant with rights, not a debtor with excuses. Callvu takes the claim from the victim in any channel, chases the documents the rules let the carrier require (the identity theft report or the police report, the identity document, the signed affidavit) through a link, classifies the claim (an account opened in the victim's name, lines added to the victim's real account, a device financed in their name, a debt in collections or on the credit report), pulls the evidence from the account history (the channel, the device, the identifiers used, the payments), routes the decision to the fraud team in the Decision Desk with only the allowed outcomes, closes or reassigns the accounts and devices, clears the balance from collections, sends the credit bureau block and the trade line deletion the FCRA requires, and writes the outcome to the BSS, the system of record, with the victim's confirmation. Live at AT&T.

Live at AT&TComplex: multi-party handoffsCallvu moves: chase and verify, classify, decide, write back

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Last updated November 7, 2026.

The problem today

The victim sent the police report twice, was called by the collection agency three more times, and found the account on their credit report a year later.

Today, without Callvu

Identity theft in telecom is an account or a device financed in someone else's name, found when the collection letter arrives or the mortgage is declined. The victim calls the carrier, is treated as a customer with a balance, sends documents to a fax number, and waits. The collection agency, which has its own copy of the debt, keeps calling. The credit bureau keeps the trade line.

The FCRA gives the victim rights the carrier must honor: on receipt of an identity theft report and the required proof, the carrier must provide the transaction records to the victim and to law enforcement, must stop reporting the information to the credit bureaus, and must not sell or place the debt for collection; the bureaus must block the information on the victim's request. The carrier's own fraud program sets the review and the remedies. The claim is a case with a document list, a decision and a set of writes to systems that otherwise keep going.

A claim that stops the collections and the reporting on the day it is decided is the carrier's obligation, not a courtesy.

How it runs

From the requestto the system of record.

A person reports that an account, a line or a device financing was opened in their name without their consent, in any channel (a call, the website, a store, a collection agency referral, a credit bureau dispute). Callvu opens the claim.

Victim (the claimant): Provides the identity theft report, the identity document and the affidavit through a link, and receives the outcome and the records.
Fraud team: Reviews the evidence and decides in the Decision Desk.
Collections and the credit bureaus: Receive the stop and the block or deletion instructions.
Callvu: Chases the documents, classifies, pulls the evidence, routes, applies the remedies in the BSS, billing, collections and the bureaus, and writes the outcome.

Chase and verify the documents
The victim is sent a link to provide what the rules allow the carrier to require: the identity theft report (the FTC report or a police report), a government identity document, the signed identity theft affidavit, and the details of the accounts or charges claimed; each is read on arrival (the report's date and content, the identity document against the claimant, the affidavit's signature) and what is missing is chased with the specifics; the claim receives an acknowledgment with the case number.
Classify and pull the evidence
The claim is classified: an account opened in the victim's name, lines or devices added to the victim's genuine account (which also opens a takeover case), a device financed in their name, a debt in collections, a trade line on the credit report; the evidence is pulled from the systems (the application data and the channel, the identity verification performed, the device identifiers and the shipping address, the payments and their sources, the usage) and compared with the victim's details and history.
Decide
The fraud team decides in the Decision Desk with the documents, the classification and the evidence, and only the allowed outcomes: accept the claim in full, accept in part (genuine lines kept, fraudulent ones removed), request a specific further item, or deny with the written reasons and the dispute rights; a referral to law enforcement or an employee channel is recorded where the evidence supports it.
Write back and clear
On acceptance the fraudulent accounts and lines are closed or reassigned away from the victim and the device financing is cancelled in the BSS, the system of record, the balance is cleared in billing and recalled from the collection agency with a stop on further collection, the credit bureaus receive the deletion of the trade line and the block, the transaction records are provided to the victim (and to law enforcement on request) within the period the rules set, and the victim receives the written outcome with the case number.

Where it ends: The victim provided the documents once, the claim was decided by the fraud team on the evidence, the accounts were closed in the BSS, the collection stopped and the credit reporting corrected on the day of the decision, and the victim holds the written outcome and the records. The Decision Trace shows the classification, the evidence comparison and the decision; the Audit Trace shows the documents, the writes, the recalls and the bureau notices 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.

Regulations

FCRA dispute rules (15 USC 1681c-2, 1681g(e), 1681m(f) and 1681s-2) and the identity theft provisions: A business that extended credit or opened an account in a victim's name must, within 30 days of a request with the identity theft report and proof of identity, provide the victim and any law enforcement agency the victim designates with the application and transaction records (1681g(e)); a furnisher notified that information resulted from identity theft may not furnish it to a consumer reporting agency and may not sell, transfer or place the debt for collection (1681m(f) and 1681s-2(a)(6)); a consumer reporting agency must block the information within four business days of receiving the identity theft report and proof (1681c-2); the furnisher must investigate direct disputes and correct inaccurate information.
FDCPA and Regulation F (15 USC 1692 and 12 CFR 1006) where a collection agency holds the debt: A collector must cease collection of a disputed debt until verification, and the carrier's recall of a debt it has accepted as identity theft removes it from collection; the collector may not continue contact on the recalled debt.
Carrier fraud program and the FTC identity theft report standard (the FTC Identity Theft Report under 15 USC 1681a(q)(4)): The program sets the documents the carrier requires (within what the FCRA allows), the review standards, the remedies (closure, reassignment, financing cancellation, credits), the employee channel referrals and the retention; the FTC report or a police report qualifies as the identity theft report.

Company policies

The victim is asked once, through a link, for only the documents the rules let the carrier require.
The decision is the fraud team's, on the evidence, with written reasons; the victim is never treated as a debtor while the claim is open.
On acceptance, collections stop, the debt is recalled and the credit reporting is corrected the same day.
The BSS is the system of record for the accounts; billing, collections and the bureaus are written from the decision.

Controls

Document chase with reading and checks.
Claim classification and evidence pull.
Decision Desk decision with required outcomes.
BSS closure or reassignment and financing cancellation.
Billing clearance, collection recall and stop.
Credit bureau deletion and block, records to the victim within the period.

Clocks and deadlines

Transaction records to the victim: Within 30 days of the request with the report and the proof (FCRA 1681g(e)).
Collection pause: From the claim's receipt until the decision; recall on acceptance.
Credit reporting: Furnishing stops on notice; the deletion and the block go to the bureaus on acceptance.

Documents and checks

The claim and the acknowledgment
The identity theft report, the identity document and the affidavit
The classification and the evidence comparison
The decision with reasons
The BSS, billing, collection and bureau writes and the records provided

In the Decision Trace

The classification.
The evidence compared with the victim's details.
The decision, the reasons and the person.

In the Audit Trace

Each document with time.
The decision with time.
Each write, recall and bureau notice with time.

The handoff

Between the front doorand the back office.

The front door

Any channel including a collection agency referral or a bureau dispute; the victim provides documents through a link.

The back office

The fraud team decides with the evidence; collections and credit reporting are corrected from the decision, not from a later call.

The Decision Desk

Every claim goes to the fraud team in the Decision Desk with the documents and the evidence, and only accept, accept in part, request a specific item, or deny with written reasons and the dispute rights.

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

"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

Callvu requests missing documents from the right party on a clock, reads them on arrival (OCR) and checks each against what the case needs.

HND-04 · Self-asserted · verified 2026-11-02

Questions

What buyers ask next,answered plainly.

What does the victim have to provide?

An identity theft report (the FTC report or a police report), a government identity document and the signed affidavit, through a link, once; the carrier may not require more than the rules allow.

What happens to the collection calls?

Collection pauses when the claim is received; on acceptance the debt is recalled from the agency with a stop on further contact.

How is the credit report fixed?

Furnishing stops on notice, and on acceptance the carrier sends the trade line deletion and the block to the bureaus; the victim also receives the transaction records within 30 days.

Related processes

Account takeover report Collection debt dispute Subscription fraud review at order New consumer account opening Try it in the sandbox All telecom processes

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