FREE how to change the contract holder Solved

Question

Hello,
Following my separation, I would like to transfer the internet access contract (with FREE) to my name, but FREE does not allow this without cancellation and re-subscription (despite the billing being in my name).
I do not want to lose my seniority and want to avoid the re-subscription delays and all the paperwork and associated costs.
Do you have any tips to successfully carry out my request???
Thank you very much

Configuration: Windows XP Internet Explorer 6.0

cactus · Accepted Answer

For those who arrive here:

here are the links to the procedure described by Free:
* conditions to be met: https://www.free.fr/assistance/312-freebox-modifier-le-nom-du-titulaire-de-la-ligne-conditions-1.html
* process: https://www.free.fr/assistance/313-freebox-modifier-le-nom-du-titulaire-de-la-ligne-processus.html

hoping this will help others...

Erwan59 · Answer

In my opinion, you should do what they tell you to do...

clau2007 · Answer

Why illegal things?? The contract has always been honored and paid by me. Except that now I find myself all alone, so I just want to recover my subscription in my name.

Erwan59 · Answer

Otherwise, you might want to inquire with Free.

clau2007 · Answer

I don't want to go around what they're telling me, I just want to know if other people in this situation have succeeded either with a declaration on honor or something else...
But are you working for them, Erwann, or what?

idir · Answer

up
same PB it's a nightmare plus I ordered accessories that haven't arrived since the account holder (my ex) no longer lives with me!!!!
FREE clearly states on its customer service site that it's possible to change the account holder after a separation. but the Hotline doesn't want to hear anything!!!! I want to "escalate" higher!!! Is there a support group for FREENAUTES in trouble??? THANK YOU

totortatort · Answer

Personally, I need to hide my Free phone number so that I don't appear to my contacts under the name of my ex who left three years ago. Since then, Free has refused to change the account holder. If I call someone who has activated the blocking of скрытые номера, it's annoying. Even though I have been billed on my account since that time, Free does not respond to my request to treat me as a special case which they claim to be studying. They continue to respond to my letters with template letters explaining the procedure. It's the same text that can be found on their website, word for word. The hotline only sent copies of my FT invoices proving that for three years, the FT subscription has been solely in my name, telling me that the change would not be a problem. Another call to the hotline and I am told that it is impossible. Their advisors never say the same thing and now tell me to cancel to take out a new subscription in my name. I have to return my Freebox, lose my email accounts, and my phone number, which they claim they might be able to give back to me. In fact, the hotline is unable to provide a clear procedure and assures me that I won’t lose anything. Free is true to its reputation for poor service. One should expect to hit a wall. With them, there are no special cases, just the minimum service. It's good to know. So there’s not much hope for a request where one must be a widower or divorced to hope for a change of account holder.
One piece of advice: get married, then divorced, or assassinate the account holder. :-)

clau2007 · Answer

YESSSS after many phone calls/registered letters…. FREE has agreed to my request by attaching to my registered letters screenshots stating that the separation is indeed a valid reason for changing the account holder!!!

clau2007 · Answer

As indicated in the links below, "separation" is a modification of the contract just like "death" or "divorce."
*I stated that according to the procedure described online I was in the right
*that I had previously contacted the hotline several times which I deemed "incompetent" since it contradicted what was clearly written on the site (see the pages in the cactus link)
*I accompanied my message with a declaration on honor from my ex that validated our separation and her moving out.
There you goooooo
good luck

regordane · Answer

Hello everyone,
I just read your comments carefully. I have a similar problem with Free....
I've been living in a shared apartment for a year with a Free subscription in my name. A year ago I moved out and my former roommate kept the connection. The bank details may have been changed, and recently I found out what steps to take to change the account holder: fax... as described above.
My request was rejected just like yours. What should I do?
It is still absurd that my roommate is paying and is denied the ability to take over the line in his name. Should I go through a consumer association? Do I have a chance that it will work? Should I write them a "strong" letter by registered mail? I await your suggestions. Thank you.

nononeo · Answer

I’m in the same situation. My roommate has left, and we sent the paperwork for the line holder change.

Everything has been taken into account: the payments are taken from my account, etc., except ... the name of the line holder which remains my former roommate...

I can’t understand why ... it’s still more expensive FOR both the customer AND for Free to prevent the change of holder ... It costs a lot to send a technician to the DSLAM to disconnect lines, all the procedures to terminate an account, all the procedures to recreate an account AND send a technician to reconnect the same line...

I can’t understand ...

totortatord · Answer

Finally, a guy from the Free hotline asked me to send my EDF bill by fax (a premium rate number, of course). After nearly 4 years, they finally complied with my request with surprising ease given the steps I had already taken. Apparently, they have changed their policy, or someone there has forgotten to be inflexible as they usually are.

mathieu67400 · Answer

Hello, my problem is the following: I opened an account with Neuf, but since I didn't have my bank account details with me, I took my father's. So he's the one who pays.
But now I would like him to be the account holder, which is normal since he is the one paying.
Can you help me with my request? Thank you in advance.

freenaute2009 · Answer

To change the name of the account holder for a Free contract, you need to send a supporting document in case of a change of phone line holder, you must send the phone line contract. Otherwise, in the event of death or marriage, you need to send the certificate proving this act.

la michelle · Answer

mathieu 67400 for any inquiries of this type, I consult jechange.fr

Augustin · Answer

Hello,

Regarding Free, the process they put online (https://www.free.fr/assistance/313-freebox-modifier-le-nom-du-titulaire-de-la-ligne-processus.html) is incorrect: when I followed it and called them back to confirm, the telemarketer insisted that I list what I had sent, then asked, "Is that all?" and then told me that additional documents - not specified on the website - were necessary, such as sworn statements, a statement of the reason, and photocopies of the ID cards of both the old and the new account holder.

I think they are well aware that their process is wrong, forcing subscribers to make multiple calls and send heavily charged faxes by Free, and that these are abusive, dishonest, and reprehensible practices. But who is going to take legal action against them for a few euros?

Finally, the fact that my telecom operator forces me to specify whether the reasons for the change of account holder relate to a death, divorce, separation, etc., I find that shocking, as it obviously pertains to private life.

FREE how to change the contract holder

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