Manual Customer service About customer service

About customer service

Customer service is the beating heart of the service provided by Sumeria. It takes the form of a manual, a virtual help, and a team of specialized advisors who can quickly and precisely answer customer requests.

For customers

In-app, the "Help and messages" screen is a section exclusively dedicated to assisting customers. This assistance is characterized by:

  • The user manual: it allows customers to be autonomous in their discovery of all the services offered by the app.

  • The virtual assistance: it offers 24/7 instant information on the most frequent needs but also on some specific needs regarding payment activities. If the virtual help doesn't meet the customer's needs, it will offer them to transfer their request to a customer service advisor.

  • The customer service advisors: a new conversation can be started with an advisor at any time from the app (recommended) or via email. Answer within 12 hours, on average.

Customers subscribed to Sumeria+ benefit from a team dedicated to guiding them in the use of their assisted savings programme by clicking on the "Specialized Sumeria+ advisor" banner.

  • The telephone appointments: customers with the black card or the standard card can also plan a telephone appointment, from Monday to Friday, from 9.30 am to 6.30 pm.

  • The manager: they can be alerted by customers after a conversation with a member of their team if the dialogue with the advisor didn't meet their expectations. This helps ensure an excellent service.

Customers can also initiate an assistance request from the payment receipt of a transaction.

Open assistance

If customers cannot access their account

Those who cannot or can no longer access their account can write to contact@sumeria.eu or to Customer Service, 14 avenue de l'Opéra, 75001, Paris, France. In which case the team in charge is not dedicated and response time may also be longer.

In the event of card loss, customers may block it from the app or reach out to the emergency line dedicated to suspending cards at 01.82.88.11.69.

If the phone linked to the account was also lost or stolen, customers can mention if they want their account to be temporarily blocked.

For privacy and efficiency reasons, customer service does not provide assistance via instant messaging outside the in-app inbox or via social media.

For Lydia Pro customers

Professional customers who use Lydia Pro should reach out at supportpro@lydia-app.com or at Professional customer service, 14 avenue de l’Opéra, 75001 Paris, France.