Payment due date extension

How do we give a customer more time to pay with eligibility checked by rule and the new due date written to billing and collections?

Decide the extension from the account's facts and write the new date where collections reads it. When a customer asks for more time, Callvu identifies them and prefills the account (the amount due, the due date, the collection state, the extension history, any arrangement or protection), classifies the request against the tariff's and the utility's extension rules (the number allowed in a period, the maximum days, the account standing), grants an eligible extension by rule with the new due date shown and confirmed, routes a request outside the rules or on an account in the disconnection sequence to the credit desk in the Decision Desk with the arrangement options, and writes the new due date to the billing system and the collections schedule so no notice or order fires before it.

In scopeSimpleCallvu moves: classify, decide, write back

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Last updated November 7, 2026.

The problem today

The agent promised ten more days, the collections system did not know, and the disconnection notice went out on the original date.

Today, without Callvu

A payment extension is the simplest collections tool and the most informally given: an agent agrees on the phone, writes a note, and the billing and collections systems continue on their own dates. The customer who was promised time receives a notice, calls again, and the second agent cannot find the first promise.

The extension has rules: how many a customer may have in a period, the maximum days, which accounts qualify (not in the final disconnection step, not under a broken arrangement), and how the new date interacts with the disconnection notice sequence. It is a decision on the account's facts and a date the collections schedule must hold. Nothing about it needs a note.

An extension the collections system holds is a promise the utility keeps.

How it runs

From the requestto the system of record.

A customer asks for more time to pay, in any channel (the app, the website, the IVR, a call, an AI assistant). Callvu identifies them and opens the request.

Customer: Sees the eligible date, confirms it and receives the confirmation.
Credit and collections desk: Decides requests outside the rules in the Decision Desk.
Callvu: Prefills, classifies eligibility, grants by rule, routes and writes.

Prefill and classify
The amount due, the due date, the collection state (a reminder, a notice issued, a pending order), the extension history in the tariff's period, any arrangement, protection or pledge, and the customer's requested date are prefilled; the request is classified against the rules: the extensions allowed in the period, the maximum days from the due date, the account standing (no broken arrangement, not in the final step), and whether a protection makes an arrangement the better path.
Decide
An eligible request is granted by rule with the new due date shown to the customer with what it means (no late fee until the date, the notice sequence paused, the next bill unaffected) and confirmed; a request outside the rules (too many, too long, an account in the disconnection sequence, a broken arrangement) goes to the credit and collections desk in the Decision Desk with the account and only the allowed outcomes (grant as an exception, offer an arrangement, or decline with the reason and the options).
Write back
The new due date is written to the billing system and the collections schedule as a hold until that date, so no reminder, notice or order fires before it; the late fee rule is suspended to the date under the tariff; the customer receives the confirmation with the date and the amount.
Follow through
On the new date, a payment clears the extension; a missed date resumes the collections schedule from where it stood with the notice rules applied, and the extension counts against the period's allowance on the account.

Where it ends: The customer got the time the rules allow, decided from the account's facts, and the billing and collections systems hold the date so nothing fires before it. The Decision Trace shows the eligibility classification and any decision; the Audit Trace shows the request, the confirmation and the write.

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

State commission tariff rules: The tariff and the commission's credit and collection rules set the payment due period, the late payment charge and when it may apply, the utility's discretion to extend a due date, and the requirement that a disconnection not proceed while an agreed extension or arrangement is in force; the utility's credit policy sets the number and length of extensions within those rules.
State commission disconnection notice rules: A due date extension pauses the disconnection notice sequence; if the extended date is missed, the sequence resumes with the notice and timing the rules require before any disconnection, which the collections schedule applies.
Customer protection rules for vulnerable customers: An account with a medical certificate, a life support registration or a protected status may be better served by an arrangement or a program than an extension; the classification flags the protection so the right path is offered.

Company policies

Eligibility is classified from the account's facts against the rules; the agent does not decide the days.
The new date is written to the collections schedule as a hold; a note is never the record.
A request outside the rules is decided by the credit desk with the arrangement options.
The billing system is the system of record for the due date and the fee suspension.

Controls

Account and collection state prefill.
Eligibility classification with history and protections.
Rule-based grant with confirmation.
Decision Desk for exceptions.
Billing and collections schedule write with fee suspension.
Follow-through on the date with the notice rules.

Clocks and deadlines

Extended due date: Within the tariff's maximum from the original date, held in the collections schedule.
Allowance period: The number of extensions counted within the tariff's period.

Documents and checks

The account and the classification
The granted date and the confirmation
Any decision
The billing and collections record

In the Decision Trace

The eligibility classification.
Any decision and the person.

In the Audit Trace

The request with channel and time.
The confirmation.
The write and the follow-through.

The handoff

Between the front doorand the back office.

The front door

Any channel including the IVR and an AI assistant; the customer sees the eligible date and confirms.

The back office

The credit desk decides only exceptions; collections reads the hold.

The Decision Desk

A request outside the rules or on an account in the disconnection sequence goes to the credit and collections desk in the Decision Desk with the account and only grant as an exception, offer an arrangement, or decline with the options.

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.

How is eligibility decided?

By rule from the account: the extensions already used in the period, the maximum days, the collection state and any broken arrangement; a protection flags an arrangement as the better path.

Does the extension stop a disconnection notice?

Yes. The new date is a hold in the collections schedule, so no reminder, notice or order fires before it; a missed date resumes the sequence under the notice rules.

What if the customer needs more than the rules allow?

The credit desk decides in the Decision Desk: an exception, an arrangement, or a decline with the options.

Related processes

Payment arrangement or deferral Disconnection notice on the state clock Returned payment handling Assistance pledges from agencies Try it in the sandbox All utilities processes

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