Kolena AI Agent
Disputes / Complaints Management
First-pass review of a consumer dispute or complaint - code the reason, pin the governing regime (Reg E, Reg Z, or FCRA), test the response and provisional-credit deadlines, weigh the evidence, and recommend a disposition, every timeline finding cited.
Impact
First-pass triage and regulatory-timeline checking of high-volume consumer disputes, so a team can absorb the load where most cases resolve to the same handful of patterns, with every deadline finding cited to the governing rule
per case
Volume fit
Works best for
disputes and complaints teams triaging thousands to millions of cases per year, where most cases resolve to the same handful of patterns and turnaround is regulated
Too small for
a low-volume, one-off dispute review with no repeating patterns
Typical inputs
Documents
- Dispute or complaint case file (dispute form, consumer correspondence, affidavit)
- Transaction records and periodic statement(s)
- Merchant / counterparty documentation and prior history
- Policy reference or error-resolution procedure
- Furnished credit-bureau tradeline / ACDV data (for credit-reporting disputes)
Systems
- Dispute / case management system
- Card / deposit servicing / core banking system
- Chargeback / network dispute system
- CFPB complaint portal
- Document repository
Output
A per-case triage result - reason code and category, governing regime, a cited timeline / SLA checklist with computed due dates, a provisional-credit flag, an evidence-gap review, a recommended disposition, a UDAAP / fair-treatment read, a timeline-compliance determination, and an exceptions-and-remediation log
Delivered to
- Case management system
- Adjudication / decision queue
- Remediation and QA queue
- Compliance workpaper / complaint-response record
What it extracts
· 13 fields
- Form
Case Overview
A one-look roll-up of the case's spine - reference, channel, date received, product, allegation, amount in dispute, and status - so a reviewer can orient before reading each test.
- Classification
Complaint Category
Assigns the single standardized category that best describes the case (unauthorized transaction, EFT error, billing error, credit-reporting dispute, fee, servicing, and so on), mirroring how consumer complaints are grouped for triage and CFPB reporting.
- Form
Dispute Reason Coding
Codes the dispute reason, secondary issue, merchant, alleged cause, fraud type, and repeat-dispute signal - the consistent coding that lets a team see the small number of recurring patterns most cases resolve to.
- Classification
Governing Regulatory Regime
Determines which regime governs the case - Regulation E (12 CFR 1005.11), Regulation Z (12 CFR 1026.13), FCRA (15 U.S.C. 1681i / 1681s-2), a general CFPB / UDAAP complaint, or none - because the regime sets the response clock, the provisional-credit duty, and the consumer's rights.
- Table
Regulatory Timeline and SLA Checklist
Builds the response-deadline checklist for the governing regime - acknowledgment, investigation, provisional credit, results-notice, and correction milestones - computing each due date from the date received and flagging whether it was met, the centerpiece timeline test.
- True/False
Provisional Credit Required
Flags whether the case requires a provisional credit not yet issued - true only for a Regulation E EFT error the institution cannot resolve within 10 business days (20 for a new account, POS, or foreign-initiated transfer) under 12 CFR 1005.11(c)(2).
- Table
Supporting Evidence Review
Inventories the evidence needed to adjudicate the dispute - tailored to the category - and records whether each item is present, missing, or not applicable, exposing the gaps a reviewer must close before a disposition is trusted.
- Form
Root Cause and Pattern Signal
Identifies the underlying cause (third-party fraud, merchant error, servicing error, consumer misunderstanding, inaccurate furnished data), whether the institution contributed, and whether the case matches a recurring systemic pattern.
- Classification
Recommended Disposition
Recommends a first-pass disposition consistent with the evidence - resolve in the consumer's favor, partial, deny, obtain more information, or escalate - for a human adjudicator to confirm.
- Table
Consumer Resolution Notice Content
Assembles the substance the consumer-facing resolution notice must contain for the regime and disposition - determination, provisional-credit reversal notice, billing-rights explanation, or FCRA reinvestigation results - so a reviewer can confirm the notice is complete and compliant.
- Form
UDAAP and Fair-Treatment Review
Reviews the case for unfair, deceptive, or abusive acts or practices (Dodd-Frank 1031/1036) and for fair, timely complaint handling - catching the case that is technically defensible but still raises a consumer-harm concern.
- Classification
Timeline Compliance Determination
Rolls the timeline checklist and the provisional-credit requirement into a single deadline verdict - on track, at risk, missed, or needs manual review - choosing the most severe condition when several apply.
- Table
Exceptions and Remediation Notes
The exception log - one row per missed or at-risk deadline, outstanding provisional credit, missing evidence, or UDAAP concern - with the cited rule, a severity, the finding, and a concrete remediation step.
Prerequisites
- The case file with the consumer's allegation and the date the dispute was received (day zero for the regulatory clock)
- The transaction or statement records at issue
- The applicable error-resolution procedure or policy reference
Human review
A disputes analyst or adjudicator reviews the recommended disposition, the recomputed deadlines, and each cited finding before the case is resolved, denied, or escalated. Every output is a first-pass recommendation, not a final decision.
Where it fits
Consumer disputes and complaints handling
Dispute / complaint intake - a consumer raises an unauthorized-transaction, EFT-error, billing-error, credit-reporting, fee, or servicing dispute by phone, secure message, mail, branch, or a CFPB portal referral
This step
First-pass triage and adjudication - reason coding, regime determination, timeline and provisional-credit checking, evidence review, and a recommended disposition
After
Who uses it
Grounded in
- Electronic Fund Transfer Act / Regulation E, 12 CFR 1005.11 (Procedures for resolving errors)verified as of 2026-07-22
- Truth in Lending Act / Regulation Z, 12 CFR 1026.13 (Billing error resolution)verified as of 2026-07-22
- Fair Credit Reporting Act, 15 U.S.C. 1681i and 1681s-2 (Reinvestigation of disputed accuracy; furnisher duties)verified as of 2026-07-22
- Dodd-Frank Act sections 1031 and 1036 (Unfair, Deceptive, or Abusive Acts or Practices - UDAAP)verified as of 2026-07-22
- CFPB consumer complaint response expectations (Consumer Complaint Program)verified as of 2026-07-22
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See Disputes / Complaints Management on your documents
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