Where can I complain about Velib in Paris? (Jan 2018)

4 November 2009


 “Where can I complain about Velib in Paris?” Michael of Ireland asks

I recently got over charge for using the bikes around paris.

I used it for 1 and half hours and got charged €8 euro and then €4 for my partner.

Do you have an email to make a complaint please.

Michael

of Ireland

 

Answer:

Where can I complain about Velib in Paris? asks Michael (image)Hi there Michael,

Thanks for visiting my website!

I’m sorry you’ve had a problem with renting a bike to ride in Paris.

Here is the most recent website link to the Contact page for the Velib company – it’s in French, but I’ll add an image to help you fill it in:

I hope this helps.

Good luck,

Teena

Velib Office Hours and Contact page:

  • office open Monday to Friday 8:00am to 10:00pm
  • office open Saturday 9:00am to 10:00pm
  • office open Sundays and public holidays 9:00am to 7:00pm.
  • go to the Contact form:  https://www.velib-metropole.fr/crc

.

Where can I complain about Velib in Paris?

 


 

How to contact Vélib in Paris (updated January 2018)

Their website in French is here: https://www.velib-metropole.fr/crc

Their Facebook page is :  https://www.facebook.com/Velib.Metropole

Their twitter is : https://twitter.com/Velib


Their phone, in France :  01 76 49 12 34


Additional Steps to take:

  1. make sure you have your receipts (either paper, or on a device like smartphone or tablet – iPhone, iPad etc)
  2. take PHOTOS of your paper receipts, and email them to yourself for evidence (in case you lose them)
  3. find the closest Tourist Information Office >>
  4. tell them what has happened, and ask them to please help you contact the company direct to solve the issue
  5. if necessary, contact your credit card company (or bank) and tell them there has been a problem with a particular company, and ask for their advice
  6. ask whether you can put the payment “on hold” until the problem is “resolved”.

When you have received advice from both your credit card company or bank, as well as the Tourist Information Office, you will be in a better position to deal with the problem.

Act on the problem straight away, don’t leave it for weeks, as it’s best to sort it out as quickly as possible.


If you’d like to complain because you’ve had a problem with a Velib in Paris

Just like in any other city, things can go wrong when you rent or hire a Velib in Paris.

  1. Take photos of the the bike, the lock – everything – in case you need to present them to make your case.
  2. If you have a problem with overcharging, contact them immediately.
  3. Whatever you do, DO NOT get angry – be calm and provide exactly what they’re asking for, and it should all get sorted to everyone’s satisfaction.

Best of luck!

Teena Hughes


Getting Around : other Paris transport system options

Velib in Paris | Metro | Bus | Taxi | Disabled | Kids | Airport Shuttle | Eurostar

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12 Responses to “Where can I complain about Velib in Paris? (Jan 2018)”

  1. be careful using these bikes, they debited a large sum of money from my account and when i complaint to them your get a nice introduction in the french world of bureaucracy. They even let me send a fax with the official complain but they never answered. You can call them to complain again, but they just hang up on you!

    • Hi Mark, I’m sorry to hear you had a bad experience with the Velibs, and it doesn’t seem right that they would hang up on you. I wonder if they couldn’t hear you for some reason? Did you contact your credit card company or investigate further? I hope you managed to get it sorted.
      cheers
      Teena

  2. i had the same problem with mark,velib took 150 euros from my account as a security deposit and never return the amount in my account.during past months i called several times to complaint and they where hanging up on me or telling me the amount is going to be returned ”soon” and these processes take ”time”…

    • I’m sorry to hear you’ve had problems with Velib – all I can suggest is that you keep contacting them – in writing, by phone and if you’re in Paris visit the Mairie (Town Hall) and ask for help.
      Best of luck
      Teena

  3. they took 150 euros from my account as well!!

    • Did you contact the organisation with full details so they could investigate the problem?

      I do hope so
      Cheers
      Teena

  4. I have been overcharged for use as well, in one circumstance where the bike could not even be pulled out of the rack. The link to make an online complaint is dead and there is no way to communicate electronically, only by phone. The cost of calls would soon exceed the excess billing. Velib DOES NOT want to hear your complaints. Paris was great. Velib was not.

    • I’m sorry to hear you had a bad experience with Velib Owen, that’s a real shame.

      While I’m in Paris in September I will try to find out the best way to contact them about problems like this, so no-one is left stranded again without support.

      Thanks so much for letting me know,
      cheers
      Teena

  5. I have a bigger problem,as I have rented the Velib several times (5 or 6 times) las 3-4 months. That means around E 900,00 and until now nothing ever was paid back to my credit card. The phone number does not work because when I dial 1 for english then the voice says, the number does not exsist. HELP please!!

    • Hi Sanja,

      That’s a shame to hear you couldn’t reach them by phone. What about all the other ways to contact the company?

      You have tried all of the other ways to get in touch with them, haven’t you? If not I’d do that first.

      I’ve listed all the ways to contact them at the bottom of my blog post above — I hope you get your refunds back soon.

      They’re a big company and I’m sure if you post on Twitter and Facebook you’ll get their attention quickly.

      Best of luck Sanja!
      Cheers
      Teena

  6. bonjour,

    i need your help, because i been cheated by velib in france.
    i visit paris 2 weeks ago, and i try to use velib’s bicycle at 1dec2017. by using velib apps. and pay for 2 bicycle. with my maybank creadit card with number at that morning, we use only 25 minutes. and we have put back the bicycles to the right place. and we have comfirm it, the bicycles couldnt take out again.
    but velib charge my creadit card automatic at 8dec2017 for 75.00euro and 9dec2017 for 100.00euro.
    we have totally not understand why velib company charge this fees, and we have try to communicate with velib facebook, but velib are not reply me at all.

    dear officer, please tell us what should we do and please help us to avoid this unreasonable charge.
    this will spoils the tourism image of france.

    we hope to hear you soon.
    thank you very much!
    Merci beaucoup!

    michael chong yee siang

    • Michael, I am so sorry to hear you had a problem with renting Velib bicycles in Paris recently.

      I live in Australia, and I do not work with Velib, so unfortunately I cannot solve this problem for you.

      However, you have used your credit card, so you will have the receipts.

      Whenever you are travelling, here are the steps to take to solve issues:
      1. make sure you have your receipts (either paper, or on a device like smartphone or tablet – iPhone, iPad etc)
      2. take PHOTOS of your paper receipts, and email them to yourself for evidence
      3. find the closest Tourist Information Office
      4. tell them what has happened, and ask them to help you contact the company direct to solve the issue
      5. contact your credit card company (or bank) and tell them there has been a problem with a particular company, and as for their advice
      6. ask whether you can put the payment “on hold” until the problem is “resolved”.

      When you have received advice from both your credit card company or bank, as well as the Tourist Information Office, you will be in a better position to deal with the problem.

      Act on the problem straight away, don’t leave it for weeks, as it’s best to sort it out as quickly as possible.

      I hope you have managed to solve the over-charging — please do let me know what has happened since the day it happened.

      Best of luck,
      Cheers
      Teena in Australia

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