During the week from July 29, 2024, to August 4, 2024, the Service Juridique provided consulting services to consumers on a variety of topics, using several communication channels. Over this period, a total of 23 consultations were conducted.

The most frequently addressed issue was related to banking, which appeared in 11 consultations. Consumers who approached us were mainly concerned about unexpected fees and complex terms associated with their accounts and loans. In most cases, we advised them to closely examine and understand their banking contracts, highlighting key terms and conditions, and to directly inquire with their banks about any unclear charges. We provided guidance on how to lodge formal complaints with their banks if they felt they were subjected to unfair practices.

We also dealt with travelers’ rights (air travel) in 7 instances. The primary concerns included delays, cancellations, and lost luggage. For these cases, our advice consistently centered on informing consumers about the EU regulations regarding compensation and assistance, ensuring they were aware of their rights to reimbursement and the conditions that apply. We guided them through the process of filing claims with the airlines and suggested ways to gather necessary documentation to support their cases.

The topic of unfair general terms and conditions was part of 5 consultations. Issues typically revolved around hidden clauses and unsolicited changes in service agreements. In addressing these concerns, we recommended that consumers carefully review all documentation received from service providers and be vigilant about any amendments to the terms. We advised on how to assert their rights by challenging unfair terms through written complaints, referencing specific consumer protection regulations.

Looking at the communication options utilized, e-mail was the preferred method for 10 consultations, offering a documented trail for both inquiries and our advice. Phone consultations accounted for 7 interactions, providing real-time assistance to urgent concerns. Video call was chosen by 3 consumers, allowing for more dynamic communication, while telegram and mastodon were used less frequently, with 2 and 1 consultations respectively. There was no recorded interaction via reddit this week.

Finally, in 2 rare instances, the counseling did not result in a resolution, as the issues presented were outside the scope of our mandate, specifically relating to real estate matters and taxation within countries outside the EU. These situations were explained to the consumers, emphasizing our focus on consumer rights within the EU context.

Overall, the week reflected diverse consumer concerns with an emphasis on practical advice to empower individuals in resolving their issues effectively.

This week counseling was provided by WhizzBang Maas-Rhein.