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Ombudsman or equivalent for France? Advice?
Jan 27, 2014 @ 22:11

Hello


We have a place in France across the border, but work in Geneva, so this is really a France question. Any advice appreciated. We have a bill which we have paid, and have email confirmation saying that we paid over the phone with credit card. I have corresponded with the company many times, by email, by phone and by post to try and clarify this. They keep sending us the bill, and asking us to correct our RIB details because they can't auto-deduct (although this week they did). 


I recently wrote to the headquarters with the history and the email confirmation asking them to respond (because they never do via the online enquiry page, except to say they received the inquiry etc). After two months I have no response. And none from phoning or emailing.


My question - is there an ombudsman role, via which I can force a review and response? We have paid 3 times according to my records. And it is a significant figure.


Of course, we will be changing providers.


Thank you for any help.


 

The text you are quoting:

Hello


We have a place in France across the border, but work in Geneva, so this is really a France question. Any advice appreciated. We have a bill which we have paid, and have email confirmation saying that we paid over the phone with credit card. I have corresponded with the company many times, by email, by phone and by post to try and clarify this. They keep sending us the bill, and asking us to correct our RIB details because they can't auto-deduct (although this week they did). 


I recently wrote to the headquarters with the history and the email confirmation asking them to respond (because they never do via the online enquiry page, except to say they received the inquiry etc). After two months I have no response. And none from phoning or emailing.


My question - is there an ombudsman role, via which I can force a review and response? We have paid 3 times according to my records. And it is a significant figure.


Of course, we will be changing providers.


Thank you for any help.


 


bearded09Jan 27, 2014 @ 22:11
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Re: Ombudsman or equivalent for France? Advice?
Post 1
Jan 28, 2014 @ 09:21

Try sending them your letter 'Recommande avec AR' (recorded delivery with a proof of delivery which comes back to you). I know it seems like a small difference but it's worked wonders for me several times. On one occasion I received back, in the same delivery, the slip showing that the company had received my complaint, and a letter from them with apologies and a large cheque.

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Try sending them your letter 'Recommande avec AR' (recorded delivery with a proof of delivery which comes back to you). I know it seems like a small difference but it's worked wonders for me several times. On one occasion I received back, in the same delivery, the slip showing that the company had received my complaint, and a letter from them with apologies and a large cheque.


adam_jeff, Jan 28, 2014 @ 09:21
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Re: Ombudsman or equivalent for France? Advice?
Post 2
Jan 28, 2014 @ 09:47

As Adam says, send a letter 'Recommande avec AR' (recorded delivery with a proof of delivery which comes back to you).


Mention in your letter that without any efficient answer from their side in the next two weeks, you will get in contact with the association "UFC Que Choisir" to start a legal procedure.

The text you are quoting:

As Adam says, send a letter 'Recommande avec AR' (recorded delivery with a proof of delivery which comes back to you).


Mention in your letter that without any efficient answer from their side in the next two weeks, you will get in contact with the association "UFC Que Choisir" to start a legal procedure.


Yoan R, Jan 28, 2014 @ 09:47
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Re: Ombudsman or equivalent for France? Advice?
Post 3
Jan 31, 2014 @ 14:27

Thank you everyone! I REALLY appreciate your suggestions. I never thought of the recommande avec AR - duh!


 


thanks again!

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Thank you everyone! I REALLY appreciate your suggestions. I never thought of the recommande avec AR - duh!


 


thanks again!


bearded09, Jan 31, 2014 @ 14:27
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Re: Ombudsman or equivalent for France? Advice?
Post 4
Jan 31, 2014 @ 15:35

As the guys said, send registered letter with your details and proof of payment, demanding the item is dropped and also if cancelling yoru contract do it be registered post as well and do it fast. 


I also only recently discovered the wonders of the registered letter and had I known earlier would have saved me an immense amount of grief. I had a battle with AXA France where they pursued me for insurance premiums for a car I sold last March, to the point it was passed all the way to a balliff despite my repeated pleas for information and blatant ignorance on their side towards the dumb foreigner. I engaged a lawyer in Lyon who with 3 REGISTERED letters was able to get me an apology not to mention dropping everything. This type of consumer affairs is common in France and when language is a barrier they run rampant. 


Also it is no harm to report your issue to below consumer affairs in France as I have. They are trying to battle the big bullies. 


Direction départementale


de la protection des populations 
Secrétariat général                                        
167-177 Avenue Joliot-Curie 92013 Nanterre Cedex          
Tél : 01 40 97 46 00    Fax : 01 40 97 46 11                     
Courriel : [email protected]     


If you need my lawyers details do PM me, he studied in UK so speaks perfect English and is more than helpful and very reasonably priced compared with GVA. 


 


Good Luck.

The text you are quoting:

As the guys said, send registered letter with your details and proof of payment, demanding the item is dropped and also if cancelling yoru contract do it be registered post as well and do it fast. 


I also only recently discovered the wonders of the registered letter and had I known earlier would have saved me an immense amount of grief. I had a battle with AXA France where they pursued me for insurance premiums for a car I sold last March, to the point it was passed all the way to a balliff despite my repeated pleas for information and blatant ignorance on their side towards the dumb foreigner. I engaged a lawyer in Lyon who with 3 REGISTERED letters was able to get me an apology not to mention dropping everything. This type of consumer affairs is common in France and when language is a barrier they run rampant. 


Also it is no harm to report your issue to below consumer affairs in France as I have. They are trying to battle the big bullies. 


Direction départementale


de la protection des populations 
Secrétariat général                                        
167-177 Avenue Joliot-Curie 92013 Nanterre Cedex          
Tél : 01 40 97 46 00    Fax : 01 40 97 46 11                     
Courriel : [email protected]     


If you need my lawyers details do PM me, he studied in UK so speaks perfect English and is more than helpful and very reasonably priced compared with GVA. 


 


Good Luck.


Kevin M, Jan 31, 2014 @ 15:35
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