Contact details and paperless billing changes
How do we update a customer's phone, email, mailing address and paperless consent with identity checked and the change written to CIS?
Treat contact details as the account's security perimeter and paperless as a consent. Callvu identifies the customer with the verification a contact change warrants (a change that redirects where bills and notices go is high risk), prefills the contacts and the delivery preferences from CIS, takes the new phone, email or mailing address on a secure screen with the formats validated, verifies a new phone or email by a code sent to it, delivers the electronic delivery disclosure and captures the paperless consent where the customer opts in (with the right to withdraw and the paper default where consent is absent), sends a confirmation to both the old and the new contact as a security measure, and writes the contacts, the consent and its date to CIS so billing and the notice runs use them.
In scopeSimpleCallvu moves: prefill, write back
Last updated November 7, 2026.
The problem today
The email was changed by a caller, the bills went paperless to an address the customer never saw, and the disconnection notice went with them.
Contact changes are the most frequent request and the one that quietly moves the account's defenses: a changed email or phone is where the one-time codes go next, and a paperless switch moves the bills and the notices there too. Taken on the phone from a caller who knows the address, the change is complete before anyone notices; taken on the web without a code to the new contact, it can be a typo that silences the account for months.
The electronic delivery of bills and notices requires the customer's affirmative consent after the disclosures, under the federal electronic records law and the commission's rules on bill delivery, with paper as the default and the right to withdraw; the Red Flags program treats a change of address as a point of detection with a notification to the prior contact; the commission's disconnection notice rules depend on the notice reaching the customer. The change is small and the controls around it should not be.
A contact change confirmed on both ends is one the customer made.
How it runs
From the requestto the system of record.
A customer asks to change a phone, an email, a mailing address or the paperless setting, in any channel. Callvu identifies them and opens the change.
- Customer
- Verifies identity, enters the new details, confirms the code sent to the new contact, and reads and accepts the electronic delivery disclosure where opting in.
- Agent
- Sends the link on a call and sees the result, never the code.
- Service desk
- Decides failed verifications and flagged changes in the Decision Desk.
- Callvu
- Verifies, prefills, validates, confirms the new contact, discloses and captures consent, routes and writes.
Verify and prefill
The customer is verified through the identity verification process at the level the change warrants (high for an email, phone or mailing address change, since each redirects bills, notices or codes); the contacts, the delivery preferences, the paperless status and the notice channels are prefilled from CIS.
Capture and confirm the new contact
The new phone, email or mailing address is entered on a secure screen with the format validated (the address against the postal reference); a new phone or email is confirmed by a code sent to it before it is used; a mailing address change is checked against the service address and the Red Flags program's address indicators; the paperless choice is presented with the electronic delivery disclosure (the hardware and software needed, the right to withdraw and to a paper copy, the scope: bills, notices, or both) and the consent is captured where the customer opts in, with paper remaining the default otherwise.
Decide
A change with a confirmed new contact and a passed verification proceeds by rule; a failed verification, an unconfirmed contact, an address associated with fraud, or an account with a recent identity theft claim goes to the service desk in the Decision Desk with the request and only the allowed outcomes.
Write back
The contacts, the paperless consent with its date and scope, and the notice channels are written to CIS, the system of record, so billing and the notice runs use them; a confirmation goes to both the old and the new contact as a security measure; the communication consents for texts and calls on a new phone are captured through their process, since a new number does not inherit the old one's consent.
Where it ends: The contact change was made by a verified customer, the new contact was confirmed before use, paperless was a disclosed consent rather than a default, and CIS holds the result that billing and the notices follow, with both contacts told. The Decision Trace shows the verification level, the confirmations and any decision; the Audit Trace shows the entries, the code confirmation, the consent and the write 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 verifies, enters and confirms on a secure screen.
The back office
The service desk sees only failures and flags; billing and the notice runs read CIS.
The Decision Desk
- A failed verification, an unconfirmed contact, an address associated with fraud or a recent identity theft claim goes to the service desk in the Decision Desk with the request and only the allowed outcomes.
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
PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
Why is a code sent to the new email or phone?
So the new contact is confirmed before bills, notices or codes go there; a typo or a fraudulent change is caught before it silences the account.
Is paperless the default?
No. Paper is the default; paperless requires the customer's affirmative consent after the electronic delivery disclosure, with the right to withdraw at any time.
Why are two confirmations sent?
One to the old contact and one to the new, so a change the customer did not make is seen by the customer.
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