Fnac Darty files a complaint against mobile insurance company Sfam after numerous customer complaints

The showdown will take place in court. Fnac Darty confirmed on Thursday legal proceedings against its former partner Sfam (Indexia), which sold insurance for phones and multimedia products in the group’s stores between 2017 and 2019. The company faces criminal charges for fraudulent business practices.

“We have filed a complaint,” Enrique Martinez, CEO of the distributor, many of whose clients have complained of improper collection of amounts that sometimes amounted to several thousand euros over several years, told BFM Business on Thursday. The Facebook group “Mutual Aid for Victims,” particularly from Sfam, is still active today with approximately 5,800 members.

“We helped them”

Although they did not sign up for any changes to their contract, customers who, for example, took out insurance for their phone for around 15 euros per month with Sfam saw deductions from several subsidiaries of the Indexia group (Foriou, Serena, Hubside). ) multiply. “We helped clients who abused these types of contracts,” assured Enrique Martinez, confirming the information of the media L’Informed.

“Following numerous warnings and reminders addressed to the Indexia group, Fnac Darty Participations et Services took Sfam to the Paris Commercial Court in January 2023 to force it to process customer complaints through a fine,” the group said. told AFP. According to the February decision, which the press agency reviewed, the court several times ordered Sfam to provide documents, in particular “summary tables of the progress of the consideration of customer complaints.” “The procedure is still ongoing,” Fnac Darty added.

In 2018, Indexia chief Sadri Fegaier quietly acquired 11.35% of Fnac-Darty for €335 million. Due to debts, the group had to sell its shares in October last year, which served as a guarantee for the loan. The end of the Fnac/Sfam partnership came after the Directorate General of Competition, Consumer Affairs and Anti-Fraud (DGCCRF) launched an investigation in 2018, which resulted in a €10 million criminal penalty.

A second investigation was immediately launched. This time, at the end of September, Indexia will appear before a Parisian criminal court for fraudulent commercial activities. About 400 consumers also filed civil lawsuits against Indexia and Fnac Darty. The first hearing will take place on September 12 in Paris, according to their lawyer Emma Leoti, who hopes to receive compensation from her clients.

Internal social crisis

Sfam has been subject to repeated harassment in recent years and as of April 2023 it can no longer sell insurance products. Procedures are also being carried out with the DGCCRF (Directorate General of Competition, Consumption and Protection) to curb fraud. In addition, other companies bought by Indexia, such as Info Presse and Hubside stores, were also accused of improper deductions.

The situation inside Indexia is also tense, with dozens of employees and former employees of the group in Roman-sur-Isère in Ardèche, where the company is headquartered, demanding late payments. Invited to France Bleu on Wednesday, the city’s mayor, Marie-Hélène Thoraval, who represents various right-wing views, said she was “very disappointed” with the company. “I ask that the contracts signed with these employees be respected,” she insisted. As for clients, “if they are harmed, they should be compensated,” she added.