Free, unfair penalties
Nouvelutilisateur_0427
Posted messages
2
Status
Membre
-
Dupont -
Dupont -
Due to a payment delay of 4 days at the beginning of this month (I am on automatic payment and my bank card became inactive, so the transaction did not go through...), I paid my bill in-store 4 days later.
The problem is that a penalty procedure had already been put in place, meaning that just seconds after the transaction failed, I couldn't make a phone call, and then 2 days later I had no internet at all.
After this minor issue, and this bill settled... everything was fine, I received NO MESSAGE FROM FREE, but apparently, a month later, on my new bill, an additional charge of €4 was deducted from my bank card (justified as a late payment), is this normal? Knowing that during these 4 days of delay I couldn't EVEN use my plan? And that I ABSOLUTELY received no message from Free to notify me of this additional transaction?
Thank you for your responses.
The problem is that a penalty procedure had already been put in place, meaning that just seconds after the transaction failed, I couldn't make a phone call, and then 2 days later I had no internet at all.
After this minor issue, and this bill settled... everything was fine, I received NO MESSAGE FROM FREE, but apparently, a month later, on my new bill, an additional charge of €4 was deducted from my bank card (justified as a late payment), is this normal? Knowing that during these 4 days of delay I couldn't EVEN use my plan? And that I ABSOLUTELY received no message from Free to notify me of this additional transaction?
Thank you for your responses.
10 réponses
Hello,
Can you explain to me... Every month they send me an email with €1 or €7.5 for non-payment on the €0 plan under the threat of disconnecting my line.
My line is linked to my Freebox, which has had no issues with payment for years.
I called them, but they couldn't explain the why and how...
Today I received an email from their debt collection service for €1.....
Can you tell me what I should do? Because honestly, I don’t want to pay even if it’s just €1 (every month I paid even though there was no overage, and the direct debit mandates were sent without any problems)
Thank you!
Can you explain to me... Every month they send me an email with €1 or €7.5 for non-payment on the €0 plan under the threat of disconnecting my line.
My line is linked to my Freebox, which has had no issues with payment for years.
I called them, but they couldn't explain the why and how...
Today I received an email from their debt collection service for €1.....
Can you tell me what I should do? Because honestly, I don’t want to pay even if it’s just €1 (every month I paid even though there was no overage, and the direct debit mandates were sent without any problems)
Thank you!
Hello,
It is stated in their subscription terms that you must have read during the contract signing. => http://mobile.free.fr/docs/Conditions_Generales_Abonnement.pdf
Pricing grid on page 8 http://mobile.free.fr/docs/tarifs.pdf
Best regards
It is stated in their subscription terms that you must have read during the contract signing. => http://mobile.free.fr/docs/Conditions_Generales_Abonnement.pdf
Pricing grid on page 8 http://mobile.free.fr/docs/tarifs.pdf
Best regards
As with any contract, at some point or another, you must have checked and validated a box stating:
"I acknowledge that I have read and agree to..."
at 40 seconds ;-))
"I acknowledge that I have read and agree to..."
at 40 seconds ;-))
Hello,
Extract:
Extract:
;-\
--
_______________________________ ☯ Zen my nuggets ☮ _____________________________
Do your part for the environment, close your windows and adopt a penguin… ????
Extract:
Any payment delay incurs a late fee charged to the subscriber according to the terms specified in the Pricing Brochure.
Extract:
Late penalties in case of non-payment.
A penalty of one euro per day of delay applies, up to a maximum of 7.50 euros per invoice.
;-\
--
_______________________________ ☯ Zen my nuggets ☮ _____________________________
Do your part for the environment, close your windows and adopt a penguin… ????
Hello, I also had a bad experience with Free Mobile's €2 plan.
Late fees during the lockdown because they don’t accept payments over the phone, and it doesn't work online. Kiosk inaccessible because the store was closed due to COVID.
I sent a registered letter with acknowledgment of receipt on June 13... three months later still no response. On the phone, they say to pay the penalties, we’ll have an answer after the processing of the mail hasn’t been done yet.
Seriously, what a joke. All this for a plan for my grandfather that he doesn't use.
I refused to pay, but in the end, I paid, and now they're charging me late fees for the following months, are you kidding me? I was supposed to pay €24 for the year, and I'm already over €50???????????
I’m going to have to cancel the line without paying the last bill; they’re outrageous.
⚠️⚠️⚠️Avoid Free! ⚠️⚠️⚠️⛔⛔⛔
Late fees during the lockdown because they don’t accept payments over the phone, and it doesn't work online. Kiosk inaccessible because the store was closed due to COVID.
I sent a registered letter with acknowledgment of receipt on June 13... three months later still no response. On the phone, they say to pay the penalties, we’ll have an answer after the processing of the mail hasn’t been done yet.
Seriously, what a joke. All this for a plan for my grandfather that he doesn't use.
I refused to pay, but in the end, I paid, and now they're charging me late fees for the following months, are you kidding me? I was supposed to pay €24 for the year, and I'm already over €50???????????
I’m going to have to cancel the line without paying the last bill; they’re outrageous.
⚠️⚠️⚠️Avoid Free! ⚠️⚠️⚠️⛔⛔⛔
Hello
Is there any information about the invoice?
Have you used mobile data?
I remind you that with this plan, it is wiser to block off-plan mobile data on the Free website (while leaving mobile data activated on the phone to be able to exchange MMS).
https://mobile.free.fr/assistance/1021.html
What is well conceived is clearly stated,
And the words to say it come easily.
(Boileau)
Is there any information about the invoice?
Have you used mobile data?
I remind you that with this plan, it is wiser to block off-plan mobile data on the Free website (while leaving mobile data activated on the phone to be able to exchange MMS).
https://mobile.free.fr/assistance/1021.html
What is well conceived is clearly stated,
And the words to say it come easily.
(Boileau)
Hello Justine22, Marion, FreeEscrocPremiereClasse
I notice that several people are in the same situation as you.
As for me, my mother indeed has a 2 euro plan that ends up costing her zero euros since she is subscribed to Free.
However, in July, she sent a premium SMS costing 0.99 euros which is therefore out of plan. So she has to pay it, which is normal.
However, Free failed to make the automatic debit, so she had to pay in-store plus a penalty of one or two euros.
Everything seems normal to me.
However, the following month, it happens again, a bill of 1 euro that Free can't automatically debit.
My mother is forced to go to the store each month to pay and ask what this 1 euro monthly charge corresponds to, when it should normally be zero euros a month.
I checked her account, and indeed, there are no overages, no orders, nothing at all.
We asked Free's customer service, they don't know why. They say to resend a bank account statement.
As a precaution, we sent back a registered letter with the SEPA authorization for the bank authorization. But the problem remains.
Every month, they debit 1 euro.
There is a problem here. Customer service doesn't know what the 1 euro corresponds to.
We are doing exactly what they ask, and the problem still persists.
I will escalate this to consumer associations because there is clearly an abuse on the part of Free.
My mother, who is over 60 years old, is desperate and doesn't know where to turn since customer service cannot or will not resolve this issue.
Oh yes, the response she received: "We can't do anything, you have to pay..." So since July, my mother, over 60 years old, has had to go out to pay 1 euro
for which neither she nor Free knows what it corresponds to, under threat of having her phone number cut off.
Is it normal to pay for something you don't consume?
@Pierr10: When I read your comment, I feel like you haven't fully read Justine's testimony or you're doing it on purpose.
She has indeed set up an automatic debit, contrary to your inappropriate criticism.
There was a bug with this automatic debit. She paid her bill and the associated penalty.
However, what is not normal is that since then, a penalty continues to be charged in the following months.
@zipe31: I agree with you on one point. It is normal to pay penalties as stipulated in the contract.
However, what is not normal is to continue to pay penalties,
when everything has been settled. Imagine you are parked illegally, you get a ticket, you pay it. So far, it's normal.
The following month, you receive a bill to pay for your ticket, even though you have settled everything.
And this continues the following month. Do you find that normal? Where does it say in Free's contract that you have to pay penalties indefinitely even after settling everything properly? Please refrain from commenting.
I invite all those who are in the same situation as Justine22, Marion... to report this to consumer associations like @UFCquechoisir https://twitter.com/ufcquechoisir and @60millions https://twitter.com/60millions while addressing @free with the hashtag #free
There is clearly a dysfunction here; you are not alone. I became aware of this because my mother has made all the necessary démarches with Free, and it has led to nothing. There is an abuse of power: she must pay an unjustified bill or else her phone will be cut off without any other explanation or a working solution proposed. She also received: "Don't worry, you paid the bill; there won’t be any issues next month"… this has been said every month since July…
I notice that several people are in the same situation as you.
As for me, my mother indeed has a 2 euro plan that ends up costing her zero euros since she is subscribed to Free.
However, in July, she sent a premium SMS costing 0.99 euros which is therefore out of plan. So she has to pay it, which is normal.
However, Free failed to make the automatic debit, so she had to pay in-store plus a penalty of one or two euros.
Everything seems normal to me.
However, the following month, it happens again, a bill of 1 euro that Free can't automatically debit.
My mother is forced to go to the store each month to pay and ask what this 1 euro monthly charge corresponds to, when it should normally be zero euros a month.
I checked her account, and indeed, there are no overages, no orders, nothing at all.
We asked Free's customer service, they don't know why. They say to resend a bank account statement.
As a precaution, we sent back a registered letter with the SEPA authorization for the bank authorization. But the problem remains.
Every month, they debit 1 euro.
There is a problem here. Customer service doesn't know what the 1 euro corresponds to.
We are doing exactly what they ask, and the problem still persists.
I will escalate this to consumer associations because there is clearly an abuse on the part of Free.
My mother, who is over 60 years old, is desperate and doesn't know where to turn since customer service cannot or will not resolve this issue.
Oh yes, the response she received: "We can't do anything, you have to pay..." So since July, my mother, over 60 years old, has had to go out to pay 1 euro
for which neither she nor Free knows what it corresponds to, under threat of having her phone number cut off.
Is it normal to pay for something you don't consume?
@Pierr10: When I read your comment, I feel like you haven't fully read Justine's testimony or you're doing it on purpose.
She has indeed set up an automatic debit, contrary to your inappropriate criticism.
There was a bug with this automatic debit. She paid her bill and the associated penalty.
However, what is not normal is that since then, a penalty continues to be charged in the following months.
@zipe31: I agree with you on one point. It is normal to pay penalties as stipulated in the contract.
However, what is not normal is to continue to pay penalties,
when everything has been settled. Imagine you are parked illegally, you get a ticket, you pay it. So far, it's normal.
The following month, you receive a bill to pay for your ticket, even though you have settled everything.
And this continues the following month. Do you find that normal? Where does it say in Free's contract that you have to pay penalties indefinitely even after settling everything properly? Please refrain from commenting.
I invite all those who are in the same situation as Justine22, Marion... to report this to consumer associations like @UFCquechoisir https://twitter.com/ufcquechoisir and @60millions https://twitter.com/60millions while addressing @free with the hashtag #free
There is clearly a dysfunction here; you are not alone. I became aware of this because my mother has made all the necessary démarches with Free, and it has led to nothing. There is an abuse of power: she must pay an unjustified bill or else her phone will be cut off without any other explanation or a working solution proposed. She also received: "Don't worry, you paid the bill; there won’t be any issues next month"… this has been said every month since July…
Hello
You are questioning me in your response <28>:
I think you are referring to my response <16> to Justine22's first message (the <15>) in which she writes:
Is that what you call a direct debit?
I believe that my criticism was not "inappropriate," as you wrote (spelling error included).
Please follow the chronology of responses and comments, even if it's not always obvious.
As for the rest, I mostly agree with you: We should involve a consumer protection association.
You are questioning me in your response <28>:
@Pierr10: When I read your comment, I feel like you haven't properly read Justine's testimony or you're doing it on purpose.
She did set up a direct debit, contrary to your inappropriate accusation.
I think you are referring to my response <16> to Justine22's first message (the <15>) in which she writes:
Hello, personally bad experience as well with free mobile 2€.
Late fee during the lockdown because they don’t allow payment by phone, it doesn’t work online. Kiosk inaccessible because the store was closed due to covid.
Is that what you call a direct debit?
I believe that my criticism was not "inappropriate," as you wrote (spelling error included).
Please follow the chronology of responses and comments, even if it's not always obvious.
As for the rest, I mostly agree with you: We should involve a consumer protection association.
Hello Pierr10,
Justine22 said in the post, I quote: "I am on direct debit."
And you replied: "If you had set up a simple payment solution like direct debit, you wouldn't be in this situation!"
Regarding her sentence "Late penalty during confinement because they don't accept payment by phone, it doesn't work online. Kiosk not accessible because the store is closed due to Covid."
it referred to the fact that her direct debit wasn't working and she had to find an alternative solution, none of which worked.
I may make spelling mistakes but I can read and understand what others write ;-)
In my opinion, your criticism was inappropriate for two reasons:
1) the person says one thing and you assert the opposite.
2) your comment does not help the person resolve their issue at all.
It's like arriving at the checkout of a supermarket, wanting to pay by credit card, but it doesn't work.
And then the cashier tells you: "Sir, if you had cash on you, you wouldn't be in this situation!"
This kind of comment, just like zipe31's, really irritates me, because not only does it not provide a solution, but it also puts down the person who came seeking help and support on a forum.
Moreover, Justine22 ended up giving up, since her only solution was to cancel her line.
I'm surprised by this comment coming from you, as I notice that you are popular on this forum (which is also a support forum).
Indeed, you have received over 2000 thanks and you are very active on this forum. This means you have provided solutions to other forum members.
You are therefore not unreasonable, since in the end, you reach the same conclusion as I do that it "is necessary to involve a consumer protection association."
Please excuse me if I seem harsh, but as I said, this kind of comment really irritates me.
This doesn't mean you are a bad person. When I have to sift through all the responses in a post to find the right answer, these comments are, for me, "noise" and waste my time, hence my irritation.
Regarding my problem, which is the same as Justine22's, Marion... I hope to resolve it without having to cancel my line.
Justine22 said in the post, I quote: "I am on direct debit."
And you replied: "If you had set up a simple payment solution like direct debit, you wouldn't be in this situation!"
Regarding her sentence "Late penalty during confinement because they don't accept payment by phone, it doesn't work online. Kiosk not accessible because the store is closed due to Covid."
it referred to the fact that her direct debit wasn't working and she had to find an alternative solution, none of which worked.
I may make spelling mistakes but I can read and understand what others write ;-)
In my opinion, your criticism was inappropriate for two reasons:
1) the person says one thing and you assert the opposite.
2) your comment does not help the person resolve their issue at all.
It's like arriving at the checkout of a supermarket, wanting to pay by credit card, but it doesn't work.
And then the cashier tells you: "Sir, if you had cash on you, you wouldn't be in this situation!"
This kind of comment, just like zipe31's, really irritates me, because not only does it not provide a solution, but it also puts down the person who came seeking help and support on a forum.
Moreover, Justine22 ended up giving up, since her only solution was to cancel her line.
I'm surprised by this comment coming from you, as I notice that you are popular on this forum (which is also a support forum).
Indeed, you have received over 2000 thanks and you are very active on this forum. This means you have provided solutions to other forum members.
You are therefore not unreasonable, since in the end, you reach the same conclusion as I do that it "is necessary to involve a consumer protection association."
Please excuse me if I seem harsh, but as I said, this kind of comment really irritates me.
This doesn't mean you are a bad person. When I have to sift through all the responses in a post to find the right answer, these comments are, for me, "noise" and waste my time, hence my irritation.
Regarding my problem, which is the same as Justine22's, Marion... I hope to resolve it without having to cancel my line.
In her first post on this thread (message <15>), Justine22 does not mention her payment methods at all, and it is to this message that I replied (<16>).
Show me where, in message <15>, Justine22 talks about direct debit, please!
Subsequently, she states that she pays with a Virtualis card, which must be some sort of e-blue card. Still no direct debit! Unless there's something specific I'm unaware of regarding how this card works. Plus, this comes after my reply <16>.
Now I believe the joke has gone on long enough. You're setting up a big troll here, and I will not follow you down that path.
Show me where, in message <15>, Justine22 talks about direct debit, please!
Subsequently, she states that she pays with a Virtualis card, which must be some sort of e-blue card. Still no direct debit! Unless there's something specific I'm unaware of regarding how this card works. Plus, this comes after my reply <16>.
Now I believe the joke has gone on long enough. You're setting up a big troll here, and I will not follow you down that path.
Hello Pierr10,
I've just checked and here's what I see (see screenshot below).
Upon closer inspection, I understood where the confusion comes from.
Given the layout of the forum which displays the username of the last message just below the author of the main post, I mistakenly thought that Nouvelutilisateur_0427 was Justine22.
I was indeed mistaken on this point: it was Nouvelutilisateur_0427 who wrote “I am on automatic payment” and not Justine22.
This confusion is even easier since your response is just below the main post (see screenshot below)
I apologize for this misunderstanding. My bad.
However, this does not detract from what I think of your remark that I quote: “If you had implemented a simple payment solution like automatic payment, you wouldn't be in this situation!”
That does not help the person to find a solution, and it pushes them down even further, whereas this is a support forum.
I've just checked and here's what I see (see screenshot below).
Upon closer inspection, I understood where the confusion comes from.
Given the layout of the forum which displays the username of the last message just below the author of the main post, I mistakenly thought that Nouvelutilisateur_0427 was Justine22.
I was indeed mistaken on this point: it was Nouvelutilisateur_0427 who wrote “I am on automatic payment” and not Justine22.
This confusion is even easier since your response is just below the main post (see screenshot below)
I apologize for this misunderstanding. My bad.
However, this does not detract from what I think of your remark that I quote: “If you had implemented a simple payment solution like automatic payment, you wouldn't be in this situation!”
That does not help the person to find a solution, and it pushes them down even further, whereas this is a support forum.
Hello, I'm getting back to you after seeing all the comments.
I see that several people are being extorted like I am by Free, even though the means may not be the same.
Frank77 thank you for your comment regarding this sentence:
It's like when you get to the supermarket checkout, you want to pay by credit card, but it doesn't work.
And then the cashier says to you: "Sir, if you had some change on you, you wouldn't be in this situation!"
I would even like to add to this idea that the cashier tells me that no payment method is currently available, you can pay later when it's repaired, and that I receive this bill with late payment penalties.
Anyway, Free is a scam. In the end, I didn't cancel the line because it's the plan I got for my grandfather who feels reassured to have a phone when he goes out, he doesn't even use it. Changing his number bothers me; he'll have to remember a new one. So I paid the late fees when I realized they would never respond to my registered letter and that my calls to customer service would lead to nothing.
And canceling was complicated as well, given the explanations from the lady on the phone.
I gave up and got scammed out of about €50; I don't remember exactly.
Since then, I've finally managed to set up a direct debit that works, whereas they wouldn't take my direct debit before. It's deliberately done to force people to pay more.
Anyway, the day my grandfather no longer needs his line, I will cancel it, and goodbye Free, never again.
I see that several people are being extorted like I am by Free, even though the means may not be the same.
Frank77 thank you for your comment regarding this sentence:
It's like when you get to the supermarket checkout, you want to pay by credit card, but it doesn't work.
And then the cashier says to you: "Sir, if you had some change on you, you wouldn't be in this situation!"
I would even like to add to this idea that the cashier tells me that no payment method is currently available, you can pay later when it's repaired, and that I receive this bill with late payment penalties.
Anyway, Free is a scam. In the end, I didn't cancel the line because it's the plan I got for my grandfather who feels reassured to have a phone when he goes out, he doesn't even use it. Changing his number bothers me; he'll have to remember a new one. So I paid the late fees when I realized they would never respond to my registered letter and that my calls to customer service would lead to nothing.
And canceling was complicated as well, given the explanations from the lady on the phone.
I gave up and got scammed out of about €50; I don't remember exactly.
Since then, I've finally managed to set up a direct debit that works, whereas they wouldn't take my direct debit before. It's deliberately done to force people to pay more.
Anyway, the day my grandfather no longer needs his line, I will cancel it, and goodbye Free, never again.
Hello,
In December, I opened a 2nd Free Mobile line. Plan at 2 euros.
The 2 euro charge didn't go through for the last bill, and I just saw they charged me 6 euros for Payment Default.
For a 2 euro plan........
I simply call that scam!!!
I'm cancelling immediately!!!
In December, I opened a 2nd Free Mobile line. Plan at 2 euros.
The 2 euro charge didn't go through for the last bill, and I just saw they charged me 6 euros for Payment Default.
For a 2 euro plan........
I simply call that scam!!!
I'm cancelling immediately!!!
Hello,
You conclude: "they are abusing"
They are simply and automatically applying the terms of a contract you signed.
It would be the same with any mobile operator, as good feelings and indulgence are not part of the contract.
If you had set up a simple payment solution like direct debit, you wouldn't be in this situation!
For €2 a month, it was still more efficient than paying in-store and less costly (wasted time, travel and parking expenses, etc.).
--
What is well conceived is clearly expressed,
And the words to say it come easily.
(Boileau)
You conclude: "they are abusing"
They are simply and automatically applying the terms of a contract you signed.
It would be the same with any mobile operator, as good feelings and indulgence are not part of the contract.
If you had set up a simple payment solution like direct debit, you wouldn't be in this situation!
For €2 a month, it was still more efficient than paying in-store and less costly (wasted time, travel and parking expenses, etc.).
--
What is well conceived is clearly expressed,
And the words to say it come easily.
(Boileau)
Hi pierr10,
Since you've received a vote, just to clarify that your response is related to this one, https://forums.commentcamarche.net/forum/affich-36495838-free-penalites-injustes#15
Because we are losing continuity.
See you!
Since you've received a vote, just to clarify that your response is related to this one, https://forums.commentcamarche.net/forum/affich-36495838-free-penalites-injustes#15
Because we are losing continuity.
See you!
I've been experiencing the same issue since October 2020. My line is linked to my Freebox, which hasn't had any issues with payments for years. Following Free's advice, I sent the direct debit mandate to Free and my bank, but the problem persists.
Have you found a solution? I’m tired of paying every month.
This is the first time I'm writing on the site, so I don't know how to receive your response.
I'm afraid to put my email address on the site.
I hope to get your response on the same site.
I’m not French, but I hope you understood my French.
Thank you for your help.
Free mobile are scammers, you can only settle your bill when it is sent to you, if your direct debit fails due to insufficient funds, you have two options, wait for them to send the bill or change your payment method, which incurs a fee of 1 euro, this is deliberate
Hello also,
Fraud consists (among other things) of deceiving a person through fraudulent maneuvers, it is a criminal offense.
Every provider charges late fees in the event of non-payment, it is up to everyone to ensure that they have sufficient funds to pay the invoices presented to them.
I also assume that the work involved for the operator to modify the payment method is a service whose pricing is explicitly stated in the general terms and conditions.
The law, since we're talking about it, also states that no one can invoke their own wrongdoing to qualify as fraud what is merely the result of their own negligence.
It's true, I have to wait for them to send the invoice before I can pay it, and when it's due, they don't send the invoice immediately; even your card isn't charged on the due date. If the transaction fails, there should be an option to pay it immediately.