Verified: 27 March 2026 07:25 pm CET
Industry: Financial Technology & B2B 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 businesses with “spoofed” phone calls pretending to be the Qonto fraud department (Business Email Compromise or CEO fraud). Qonto staff will never ask you to read out a temporary SMS code, 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. Log into your Qonto web or mobile app and use the chat bubble in the bottom right corner. You can also email
support@qonto.comor call their dedicated support line at 01 76 41 03 08. - Availability: Customer support generally operates Monday to Sunday from 8:00 AM to 8:00 PM (CET).
- Timeline: The institution is legally required to acknowledge receipt of your complaint within 10 business days.
- Source Verification: According to the official Qonto - Comment contacter le support ?.
Level 2: Formal Written Complaint & Mise en Demeure
- Who to contact: If the standard support team fails to resolve the issue, you must formally escalate the dispute by sending an email to
reclamations@qonto.comor by sending a registered letter with acknowledgment of receipt (Lettre Recommandée avec Accusé de Réception - LRAR) to the parent company. - Address: Address your formal letter to the legal entity: Olinda SAS, Qonto Service Réclamations, 18 Rue de Navarin, 75009 Paris, France.
- Timeline: For standard account issues, the maximum legal response time is 2 months. However, for payment services (fraudulent card charges, unauthorized transfers), European PSD2 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 Qonto - Comment puis-je faire une réclamation ?.
Level 3: Regulatory Authority / ADR (Médiation)
- Financial & Payment Disputes: For unresolved disputes regarding your Qonto account, Olinda SAS is affiliated with the Association Française des Établissements de Paiement et de Monnaie Électronique. Eligible micro-enterprises and independent professionals must file their dispute directly with Le Médiateur de l’AFEPAME.
- Systemic Fraud Reporting: Do not contact the ACPR for a personal business 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 (The B2B Court Trap)
- Pre-Litigation: You must have proof of your written complaint (LRAR or acknowledged email) before pursuing legal action.
- Court/Arbitration: Stop! Do not file a claim in the standard consumer Tribunal Judiciaire. Because Qonto accounts are strictly for commercial, professional, or corporate use (B2B), all legal disputes against Olinda SAS must be brought before the Tribunal de Commerce (Commercial Court) of Paris.
- Filing the Lawsuit: For commercial disputes, a company can initiate an “Injonction de payer” (Order for Payment) or formal litigation through the commercial court registry (Greffe du Tribunal de Commerce).
- Source Verification: According to the Infogreffe - Saisir le Tribunal de Commerce official registry.
Community Action: Is the support team refusing to reimburse a fraudulent corporate 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!