Clair Posted November 9, 2007 Share Posted November 9, 2007 The information below is intended as a guide only.The sample letters must be adapted to your circumstances. The parts in RED are specific to you and your problem.Whenever you send a letter, you must do so via Recorded Delivery with Proof ofDelivery (Lettre Recommandés avec Accusé de Réception from La Poste). Keep a copy of all correspondence and a list of tel calls made to your ISP. Keep the proof of delivery when you receive it.You can only cancel a contract in the way described in your Conditions Générales d'Utilisation (CGU) (=T&C). You should have received a copy at the time you subscribed or you can read them on your ISP website. The relevant text is usually found under a heading called "Résiliation".Cancelling because you have found a better offer elsewhereYou need to send your ISP a lettre de résiliation (sampleletter below). Check you CGU and confirm that:youhave completed the minimum duration of you contract (usually 12months). If you have not, you will be liable to pay the subscriptionuntil the minimum duration has expired.you are giving the appropriate notice as stated in your CGU (usually 2 months).you are sending the letter to the correct address, as your ISP may have given a specific address in the CGU.[quote]LRAR Yourfull nameYouraddresspostcodeTOWNISPnameISPaddresspostcodeTOWN Town,le (date)Réf. : (yourcustomer ref : )Madame, Monsieur,Par la présente,je vous prie de noter que je résilie mon contrat de fournitured'accès à Internet (specify thetype of suscription: 25 h/mth, unlimited...), à compterdu (date of the end of notice period or)immédiatement, conformément à l'article(relevant Art number from their CGU) ducontrat.(Ifyou are cancelling during the minimum contract period, write yourreasons here: unsatisfactory service, you're moving... and enclosecopies of the relevant proofs.)J'avais opté pourle règlement par (specify payment bydirect debit on your account or bank card). Aussi, je vousdemande de faire le nécessaire afin que mon compte ne soitplus prélevé à compter du (dateof the end of the notice period).Conformément auxdispositions de la loi Informatique et Liberté du 6 janvier1978 modifiée, et sauf prescription légale contraire,je vous prie de bien vouloir supprimer de vos fichiers toutesinformations relatives à mes coordonnées postales etbancaires. Je m'oppose en particulier à toute utilisation, oumise à disposition à des organismes extérieurs,de mes coordonnées personnelles à des fins deprospection commerciale (article 38 de la loi précitée).Je vous prie d'agréer,Madame, Monsieur, l'expression de ma considération distinguée.(Signature)[/quote]If you have been paying your subscription by direct debit (prélèvement automatique),you should also cancel this (sample letter below). Do make sure you donot send this too early, as you still need to pay your subscriptionduring the notice period of your cancellation.[quote]Yourfull nameYouraddresspostcodeTOWNBank name Bank addresspostcodeTOWN Town,le (date)Madame, Monsieur,Par la présente, veuillez accuser réception de ma décision de révoquer le prélévement automatique que j'ai accordé à la société (name of ISP) pour débiter mon compte bancaire nº(bank account / bank card number), tenu par votre établissement.Je ne souhaite plus que cette société ait accès à mon compte bancaire. J'ai par ailleurs précédemment notifié l'établissement créancier de l'annulation du mandat de prélévement. Je tiens à souligner qu'il ne s'agit pas d'une demande d'opposition mais bien d'une révocation de mandat, comme prévue par l'article 2004 du Code Civil.En vous remerciant de votre efficacité, je vous prie de croire, Madame, Monsieur, en l'expression de mes sentiments les meilleurs. (Signature)[/quote]Unsatisfactory serviceIfyou do not get a satisfactory outcome after first contacting thecustomer assistance and technical services, the next step is to sendyour ISP a lettre de mise en demeure (sample letter below), which givesthem an ultimatum to establish or re-establish a satisfactory servicewithin a specific period (usually 15 working days)This is the last step before taking the matter to court.[quote]LRAR Yourfull nameYouraddresspostcodeTOWNISPnameISPaddresspostcodeTOWNTown,le (date)Réf. : (yourcustomer ref : )Madame, Monsieur,Je me suis abonnéà Internet le (date you subscribed).Or, à ce jour, je n’ai toujours pas accès au service.ORDepuis le (datethe problem started), je n’ai plus accès àInternet OR au service (specifywhich service supplied by your ISP téléphonie,Internet, télévision, you cannot access) OR leservice (if you have intermittent problem withtéléphonie, internet, télévision suppliedby your ISP) fonctionne mal (explain theproblem). En dépit de mesappels à votre hotline, ces problèmes subsistent.En conséquence, jevous mets en demeure de procéder, sous quinze jours ouverts àcompter de la réception de la présente, àl’établissement ou au rétablissement de votreservice, conformément à vos obligations contractuelles.A défaut, je meverrai dans l’obligation de résilier mon contratd’abonnement, sans avoir à supporter les frais derésiliation.Comptant sur votrediligence,Veuillez agréer,Madame, Monsieur, l'expression de ma considération distinguée.(Signature)[/quote]Cancelling because of unsatisfactory serviceDespiteyour numerous contacts with your ISP customer service and technicalservice and despite sending them the letter above, the service is stillnot operating properly and you want to cancel your contract.During the minimum contract period, you can cancel only after thespecific period indicated in your letter, if you have not obtainedsatisfaction under the steps shown in the "Unsatisfactory service"section above. You will not be liable for the outstanding subscriptionpayments.Beyond the minimum contract period, cancel by following the "Cancelling... better offer" section above.The ISP is still charging you despite the cancellationYou want the payments to stop and a refund of the sums paid after the cancellation. Send another lettre de mise en demeure.This is a last step before taking the matter to court.[quote]LRAR Yourfull nameYouraddresspostcodeTOWNISPnameISPaddresspostcodeTOWN Town,le (date)Réf. : (yourcustomer ref : )Madame, Monsieur,Par la lettre du (dateyou sent the cancellation letter), je vous ai adresséma demande de résiliation de mon abonnement, à compterdu (date of end of notice period). (Ifyou have received the proof of delivery add the following sentence) Vous avez accuséréception de cette résiliation en date du (dateshown on proof of delivery). Or comme l’attestentles relevés bancaires ci-joint, vous avez poursuivi lesprélèvements (specify how manydebits and the total amount debited).En conséquence, jevous mets de demeure de cesser ces prélèvements et jevous informe que j’ai dû faire opposition auprès de mabanque.Je vous demande de merembourser, sous huit jours à compter de la réceptionde la présente, la somme de (totalamount debited) € et de la somme de (bankfee for stopping the direct debit) € que j’ai dûrégler à ma banque au titre des frais d’opposition.Vous trouverez ci-joint les justificatifs de ces sommes (copiesof bank statement showing the bank fee and direct debits).A défaut, je meverrai dans l’obligation de saisir le juge de proximité.Comptant sur votrediligence,Je vous prie d'agréer,Madame, Monsieur, l'expression de ma considération distinguée.(Signature)[/quote] Link to comment Share on other sites More sharing options...
5-element Posted November 9, 2007 Share Posted November 9, 2007 Clair, thank you thank you. This is just fab (unfortunately!!!) and I bookmark it. Orange/FT, don't mess with me now! Link to comment Share on other sites More sharing options...
mogs Posted November 28, 2007 Share Posted November 28, 2007 Does anyone have a letter purely for cancelling because of a change of address? If so, one to France Telecom/Orange would be good please, as I can't even find the address to write to. Having spent 1 1/2 hours in my local France Telecom shop today only to be told "you have to ring this number" and of course, I can't ever seem to be able to get through - it is pretty frustrating. Many thanks Link to comment Share on other sites More sharing options...
Benjamin Posted November 28, 2007 Share Posted November 28, 2007 [quote user="mog"]Does anyone have a letter purely for cancelling because of a change of address? If so, one to France Telecom/Orange would be good please, as I can't even find the address to write to. Having spent 1 1/2 hours in my local France Telecom shop today only to be told "you have to ring this number" and of course, I can't ever seem to be able to get through - it is pretty frustrating. Many thanks[/quote]Don't put up with being fobbed off. [6]They are customer services. Stand your ground until they give you some proper customer service. [:P] Link to comment Share on other sites More sharing options...
Brilec Posted March 7, 2008 Share Posted March 7, 2008 It all changes in the middle of this year as a new Loi Chatel has been passed, which as I understand it, requires the ISP to ask your permission to continue the contract. Link to comment Share on other sites More sharing options...
Roz Posted August 7, 2008 Share Posted August 7, 2008 Clair, thank you so much for providing these letter formats - what a godsend! [kiss] Link to comment Share on other sites More sharing options...
JohnM Posted August 19, 2008 Share Posted August 19, 2008 If only it was that difficult.At Christmas I experienced great difficulty with my Wanadoo / Orange broadband. I plucked up the courage to call the help line. In the end, I think I had about 6 phone calls with them. Only on one occasion did I get somebody who was prepared to speak slowly and clearly, but even she couldn't solve it, so she made an apoointment for an expert to call me. Now, considering the difficulty we had had, I'd hoped that they would have found somebody with a bit of English, but no, I think they deliberately picked on the person with the mumbliest voice in all of France. We got nowhere.So I went to the FT shop to ask if I coule have a dial up number so that I could send an email. So they set up the dial up and set a cancelation date for the broadband. I got back and the haute debit worked. So used it, but of course, next time I went it didn't so had along protracted email conversation with idiots who just kept saying "give us a ring", to which I would reply "No, it's a waste of time, we don't understand each other".Eventually I got somebody with a brain who said, but it's been cancelled. Like a fool I reinstated it, but the contact isn't as good as the original.One of teh most frustrating things was that I told them that the error code was one that indicated an error with the line and as I had bought: New adsl filters, New Modem and a new box for the wall - I tended to agree with the error code. Link to comment Share on other sites More sharing options...
Recommended Posts
Archived
This topic is now archived and is closed to further replies.