Verified: 27 March 2026 05:12 pm CET
Industry: Financial Technology (Fintech) & Neobanking
Jurisdiction: France
Primary Regulator: Médiateur de l’AFEPAME (Mediation) and ACPR (Systemic Oversight)
Important Safety Warning: Beware of fake customer service numbers on search engines. Scammers frequently target consumers with “spoofed” phone calls pretending to be the Lydia or Sumeria fraud department. Lydia Solutions staff will never ask you to read out a temporary SMS code, ask you to validate a transfer to a “secure safe account”, or ask for your account password.
Level 1: Customer Support (Service Client)
- How to complain: Your first legal step must be to contact customer support through the correct app. For P2P payments and shared pots, use the “Aide” section in the Lydia app. For current accounts, IBAN issues, and Visa cards, use the “Aide” section in the Sumeria app. You can also email
support@sumeria.eu(which handles both platforms). - Availability: In-app messaging and email support generally operate during standard business hours, Monday to Friday (CET).
- Timeline: The institution is legally required to acknowledge receipt of your complaint within 10 business days.
- Source Verification: According to the official Manuel d’utilisation de Sumeria - Dépôt d’une réclamation.
Level 2: Formal Written Complaint & Mise en Demeure
- Who to contact: If the in-app customer service fails to resolve the issue, you must formally escalate the dispute by sending a registered letter with acknowledgment of receipt (Lettre Recommandée avec Accusé de Réception - LRAR) to the parent company’s dedicated claims center, or by emailing
reclamation@isbs.eu. - Address: Address your formal letter to Lydia Solutions, Service Réclamations, TSA 60309, 75036 Paris Cedex, France.
- Timeline: For standard account issues, the maximum legal response time is 2 months. However, for payment services (fraudulent card charges, unauthorized transfers), European law dictates a strict maximum response time of 15 business days (up to 35 in exceptional, justified cases).
- Source Verification: Verified directly via the legal guidelines published by Lydia Solutions / Sumeria.
Level 3: Regulatory Authority / ADR (Médiation)
- Financial & Payment Disputes: For unresolved disputes regarding your Lydia or Sumeria accounts, Lydia Solutions is affiliated with the Association Française des Établissements de Paiement et de Monnaie Électronique. You must file your dispute directly with Le Médiateur de la Consommation de l’AFEPAME.
- Insurance Disputes: If your dispute is regarding the travel insurance attached to the premium Black Card (underwritten by Qover), you must file with La Médiation de l’Assurance.
- Systemic Fraud Reporting: Do not contact the ACPR for a personal refund. Only use the ACPR/Banque de France portals to report massive systemic regulatory breaches.
- Timeline: You can open a mediation case only after you have received a negative written response from the Service Réclamations, or if the 2-month (or 15-day) deadline has passed with no response.
- Source Verification: According to the official charters of the Médiateur de la Consommation de l’AFEPAME.
Level 4: Legal Action
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Pre-Litigation: You must have proof of your written complaint (LRAR or acknowledged email) and proof that you attempted mediation before a French judge will hear a small claims case.
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Filing the Lawsuit: For direct disputes with Lydia Solutions under €10,000, private consumers can bring their case before the local Judicial Court (Tribunal Judiciaire or Chambre de proximité). Claims under €5,000 can be initiated via a simple declaration (Requête) without needing a lawyer.
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Source Verification: According to the Justice.fr - Saisir le tribunal judiciaire official government guide.
Community Action: Is the support team refusing to reimburse a fraudulent Sumeria card charge after the 15-day PSD2 deadline, or are you looking for the correct legal templates to draft a Mise en Demeure to Paris? Reply below (do not share your passwords, full banking details, or account numbers), and our community will point you to the right resources!