Questions & Answers (Q&A)

Individuals

How do I submit an over-indebtedness application ?

If you are no longer able to meet your financial obligations, the over-indebtedness procedure may be able to help.

You can submit your file :

• Online: via the Banque de France portal using your France Connect login.
• By post: send the completed form and supporting documents to your local IEDOM office.
• In person: submit it directly at your local IEDOM office.

Find the full list of required documents and step-by-step instructions in our Over-indebtedness section Surendettement

How can I find out if I am listed in a payment incident file and, if so, why ?

Under French law, you are entitled to access – free of charge – any personal information held about you in the payment incident registers.

Listings can result from various situations :

• Cheque-related issues : bounced cheques, banking or court-imposed bans. ;
• Bank card incidents : card withdrawals following misuse. ;
• Credit issues: loan repayment delays. ;
• Over-indebtedness: submission of a debt relief application deemed admissible.

To check your status :

• Online: via the Banque de France website using your France Connect credentials.
• By post: send a written request to your local IEDOM office.
• In person: book an appointment at your local IEDOM office.

Important : always include a copy of a valid ID (front and back). This is a strictly personal process.

You will receive a list of any recorded incidents and the names of the institutions that reported them.

More information is available in our Payment Incident Registers section.
Fichiers d’incidents de paiement .

I have submitted an over-indebtedness application. The commission has sent me a letter stating the monthly repayment amount. I don’t understand how it was calculated and I won’t be able to meet it. What can I do ?

When calculating repayment capacity, the commission partly relies on actual expenses (such as rent) and partly on standard allowances that cover regular living costs (heating, electricity, food, etc.). If you declared any exceptional expenses in your application, the commission will review these and decide whether to include them. The monthly amount you are required to pay your creditors is calculated so that you can cover your living expenses and repay your debts according to your financial capacity. However, if you believe the amount is too high, you can contest the commission’s decision. In that case, a judge will determine the amount you are required to repay each month.

I’m having trouble getting a loan. Can I apply for a microloan ?

If you are unable to access a traditional loan, a microcredit may be a suitable alternative.

This financing option allows you to fund your projects with reduced interest rates and personalised support.
Microloans can be used to fund :

• Personal projects: repairs, healthcare expenses, education or training
• Professional projects: starting or expanding a business

Find out more about financial inclusion programmes in our dedicated section

I don’t have a bank account. How can IEDOM help me ?

If a bank refuses to open an account for you, you can assert your right to a bank account with the help of IEDOM.

You will need to provide :

• A certificate from a bank refusing to open an account (or proof of a request made more than 15 days ago). ;
• A valid ID ;
• Proof of address dated within the last three months.
  IEDOM will appoint a bank that will be required to open a basic bank account for you, free of charge.

More information can be found in our Right to a bank account section

I am a joint account holder. I do not have an individual account in my own name. If a bank refuses to open an individual account for me, can I use the right to an account procedure?

YES
If you already hold a collective account (for example, if you are a joint holder of a joint account or an undivided account) and you do not have an individual account, i.e. an account for which you are the sole holder, and a bank refuses to open an individual account for you, you may exercise your right to a bank account.

I am listed in the Banque de France files. How can I be removed ?

Delisting (‘defichage’) depends on the type of incident (e.g. bounced cheques, credit issues, card withdrawal).

You must settle your debt with the financial institution that reported the incident.

Without resolution, the listing will remain for :

• 5 years for bounced cheques and loan defaults (up to 7 years if an over-indebtedness commission is involved).
• 2 years for bank card withdrawals.

See our Payment incident Files section for more information on each case.

I have a question about banking. Who can I contact ?

IEDOM can provide neutral and reliable information on banking topics.

Infobanque service, we can help you :

• Understand your rights
• Learn about banking regulation
• Identify the appropriate steps to take
• Find the right contact person if you’re experiencing difficulties

Please note : that we only provide information. We are not authorised to intervene in disputes with your bank or insurer.

You can get assistance:

• Online via the Banque de France portal.
• By post, by writing to your IEDOM agency.
• • In person at one of our offices (by appointment only).

You can also visit the  Mes Questions d’Argent website for useful resources on managing your money.

Find out more in our Infobanque section Infobanque

Does my bank have the right to close my account ?

Yes
a bank account can be closed either at the bank’s initiative – in which case it is not required to justify its decision – or at your initiative (due to a change of address, choosing another banking partner, etc.).

• If the closure is initiated by the bank, it must inform you in writing and observe a notice period of at least two months. If there is a credit balance and no debt, the funds will be returned to you. If the balance is in debit, the bank will ask you to reimburse it ;
• If the closure is at your initiative, you can decide to close your bank account at any time, unless the contract provides for a notice period that cannot exceed 30 days. The procedure is free of charge. You must send a closure letter to formalise the request. The account must have sufficient funds to cover current transactions (cheques, bank card transactions and direct debits). All payment methods must be returned to the bank or destroyed ;
• If the account is joint or undivided, all account holders must make the closure request.

What should I do in case of identity theft ?

If you are a victim of identity theft, it is important to act quickly :

• File a complaint with the police or gendarmerie, or online via the Ministry of the Interior website. For internet fraud, use the official Pharos portal.
• Contact your banks immediately to alert them and secure your accounts.
• To check for other frauds, request a list of accounts opened in your name via the Ficoba file by contacting the CNIL.
• Contact IEDOM for guidance on the necessary steps to take.

For more details, see our section on Payment Methods/Fraud and Identity Theft

How long is the designation letter issued by IEDOM valid for?

The designation letter appointing a banking institution, which is required to open an account for the applicant, is valid for 6 months from the date of issue by IEDOM.
It is recommended to contact the designated bank without delay. In addition, keep proof of any documents submitted to the bank.

What solutions can the Over-Indebtedness Commission offer me ?

The commission will seek the most appropriate solution for your situation. The objective is to enable you to regain a stable and sustainable financial situation by requesting significant efforts from your creditors. You will also be asked to make efforts in return.

If your difficulties are temporary, or if your debts can be settled by restructuring them, the commission will propose solutions to help you repay them. These could include a moratorium (where you stop paying your debts for a set period), rescheduling (where you pay your debts over a longer period), or reducing the interest rates on your loans.

If you are unable to pay your debts and your situation does not appear likely to improve significantly (we then say that your financial situation is ‘irremediably compromised’), the commission may impose a write-off of your debts.

These two types of measure (rescheduling and write-off) can be combined.

If you own your main residence, the commission will do everything possible to help you keep it. This will involve seeking an amicable agreement with your creditors first. However, if it is not possible to settle your debts without considering a write-off, the commission may ask you to sell your main residence.

As for your other assets (e.g. savings, a house or apartment other than your main residence, a car that is not essential for work), the commission may request that they be sold or used (savings) to pay your debts.

At any time during the procedure, you can request to close your file, or contest the commission’s decision. You must also keep it informed of any significant change in your situation. Please note that its objective is to help you, while taking into account the interests of your creditors.

Who can file for over-indebtedness, and in what circumstances ?

The over-indebtedness treatment procedure is a public service provided by the Banque de France and IEDOM. It is free of charge and intended for individuals who, despite their efforts, are no longer able to manage their debts (e.g. credit or rental debts).
To qualify for this service, you must either live in France or, if you are a French citizen living abroad, have creditors in France. You must act in good faith, which means not having voluntarily become over-indebted.
In recent years, on average, approximately 95% of over-indebtedness cases submitted have been accepted by the over-indebtedness commissions.
If you are experiencing significant debt difficulties, do not hesitate to seek information. There is nothing shameful about getting help.

Following a telephone call from a person impersonating my bank advisor, I authorised a fraudulent operation. What should I do ?

This is a fraudulent technique known as ‘spoofing’, whereby the fraudster contacts you by impersonating your bank’s telephone number in order to obtain confidential information.
If you notice one or more fraudulent transactions on your account following this telephone scam, you must report them to your bank no later than 13 months from the debit date. This deadline is reduced to 70 days (although the card contract may allow a longer period, not exceeding 120 days) if the payment beneficiary’s institution is based outside the European Union or the European Economic Area (i.e. the EU member states, as well as Iceland, Liechtenstein and Norway).
The bank must then reimburse the debited amount and restore the account to the state it would have been in had the transaction not occurred. You do not need to have taken out specific insurance to benefit from this legal provision.
In case of disagreement, the credit institution must prove that you were particularly negligent in keeping your banking data secure. In order to refuse reimbursement, the institution must demonstrate that you were particularly negligent in keeping your banking data secure.
We also recommend filing a complaint as soon as possible and contacting INFO ESCROQUERIES on 0805 805,817, as well as making a report on PHAROSthe official portal for reporting illegal internet content).

Following a fraudulent operation, the bank refuses to reimburse me because the operation was validated using a strong authentication device. What should I do ?

The aim of strong authentication is to strengthen the security of online payments and account access via the internet by verifying your identity when making a payment or connecting to your customer area. This is done by using at least two of the following three elements :

• An information that only you know: password, secret code, secret question, etc.
• The use of a device that belongs only to you: mobile phones, smart cards, connected watch, etc.
• A personal characteristic: facial recognition, voice recognition, fingerprint.
  According to the Payment Methods Security Observatory’s recommendations of 16 May 2023, payments made using strong authentication allow your bank to verify that you are indeed the originator of the payment. However, strong authentication does not mean that you authorised the operation, nor does it alone justify non-reimbursement. To make a decision, your bank must analyse a broader set of criteria.

Can a credit institution close an account opened under the right to a bank account procedure after being designated by IEDOM?

NO, except in specific cases.
A bank designated by IEDOM under the right to an account procedure may close the account in the following situations:
• If you have deliberately used the account for transactions that the institution has reason to suspect are for illegal purposes ;
• If you have provided inaccurate information ;
• If you no longer meet the domicile or residence conditions (domiciled in France or resident in another EU Member State).
• If you have opened a second account in France allowing access to basic banking services ;
• If you display repeated incivility towards the institution’s staff ;
• When the institution is unable to fulfil its customer due diligence obligations

In these cases only, the account may be closed :
• After a two-month notice period prior to the effective closure ;
• After notification of the reasoned closure decision sent to the account holder and to the Banque de France, which carried out the designation.
IEDOM must be informed by the banking institution, as soon as possible, of the reasons for the account closure.

Can a credit institution refuse to open an account after being designated by IEDOM under the right to a bank account procedure?

NO, except in specific cases.
A bank designated by IEDOM may refuse to open an account if:

• You already hold a deposit account with the designated institution or another institution ;
• You fail to provide the documents required by the bank under anti-money laundering and counter-terrorist financing regulations.