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French subscription dialogue: challenge an automatic renewal

Edited by Chris Lee · Updated · About the library

Practise a B1 customer-service call about an automatic renewal, a dated cancellation request and the options still available, with English and speaking cues.

In short

Start with the date and the action: J’ai demandé la résiliation le 3 juin. Then ask a precise question: Pourriez-vous vérifier pourquoi mon abonnement a été renouvelé ? Here, résilier means to end the subscription; contester means to challenge the renewal or charge.

A caller reviews correspondence during a customer-service call.
The caller asks to verify la résiliation. Illustration: Atelier

You sent a cancellation request on 3 June. Your account now shows a renewal dated 5 June. Take the customer’s part and keep the request, renewal and reply dates separate.

Your lines are hidden in practice mode. Say them aloud, then reveal to compare.
  1. Conseillère

    Service abonnements, bonjour. Que puis-je faire pour vous ?

    English

    Subscriptions department, hello. How can I help you?

  2. Client

    Bonjour. Mon abonnement a été renouvelé le 5 juin, mais j’avais demandé la résiliation le 3 juin.

    Give the renewal date and the earlier request date.

    English

    Hello. My subscription was renewed on 5 June, but I had requested cancellation on 3 June.

  3. Conseillère

    Avez-vous reçu une confirmation de votre demande ?

    English

    Did you receive confirmation of your request?

  4. Client

    Oui, un courriel automatique, le jour même. Je peux vous le transmettre.

    Say when confirmation arrived and offer to forward it.

    English

    Yes, an automated email that same day. I can forward it to you.

  5. Conseillère

    Je vois un prélèvement de quarante-huit euros le 6 juin.

    English

    I can see a direct debit of forty-eight euros on 6 June.

  6. Client

    C’est bien ce prélèvement que je conteste. Pourquoi la résiliation n’a-t-elle pas été prise en compte ?

    Identify the charge and ask why the request was not acted on.

    English

    That is the direct debit I am challenging. Why was the cancellation not taken into account?

  7. Conseillère

    Votre dossier indique une demande enregistrée le 7 juin.

    English

    Your file shows a request recorded on 7 June.

  8. Client

    Le 7 juin, j’ai seulement envoyé une relance. Ma première demande date du 3 juin.

    Distinguish the follow-up from the first request.

    English

    On 7 June, I only sent a follow-up. My first request dates from 3 June.

  9. Conseillère

    D’accord. Il faut donc vérifier la date de réception du premier message.

    English

    All right. We therefore need to check when the first message was received.

  10. Client

    Quelles sont les options pendant cette vérification ? Je souhaite aussi éviter un nouveau renouvellement.

    Ask about options and preventing another renewal.

    English

    What are the options while you check? I also want to avoid another renewal.

  11. Conseillère

    Je peux désactiver le prochain renouvellement et transmettre votre demande de remboursement.

    English

    I can switch off the next renewal and forward your refund request.

  12. Client

    Merci. Le remboursement est-il déjà accepté, ou faut-il attendre une décision ?

    Check whether forwarding the request means approval.

    English

    Thank you. Has the refund already been approved, or must I wait for a decision?

  13. Conseillère

    Il faut attendre. Une réponse vous sera envoyée sous cinq jours ouvrés.

    English

    You need to wait. A reply will be sent within five working days.

  14. Client

    Pourriez-vous me confirmer par écrit la désactivation et le délai de réponse ?

    Ask for written confirmation of the action and deadline.

    English

    Could you confirm in writing that renewal has been switched off and give the response time?

  15. Conseillère

    Oui. Je joins aussi la référence de votre dossier au courriel.

    English

    Yes. I will also include your case reference in the email.

  16. Client

    Très bien. Je vous transmets le premier courriel en rappelant cette référence. Merci.

    Confirm what you will send next.

    English

    Very good. I will forward the first email, quoting that reference. Thank you.

Keep the three actions distinct
PurposeFrenchEnglish
End the contractdemander la résiliationrequest cancellation
Challenge a paymentcontester un prélèvementdispute a direct debit
Chase a replyenvoyer une relancesend a follow-up
Ask for a decisionOù en est ma demande de remboursement ?What is happening with my refund request?

J’avais déjà envoyé ma demande quand le renouvellement a eu lieu.

I had already sent my request when the renewal took place.

The pluperfect places the request before the past renewal.

Question 1No account needed
Which date belongs to the first cancellation request?

Choose one answer.

Answer and explanation

Le 3 juin.. The customer first requested cancellation on 3 June; 7 June was the follow-up.

Question 2No account needed
What has the adviser agreed to do?

Choose one answer.

Answer and explanation

Désactiver le prochain renouvellement.. The next renewal will be switched off; the refund still needs a decision.

Question 3No account needed
Ask whether a decision has actually been made.

Choose one answer.

Answer and explanation

Le remboursement est-il déjà accepté ?. This question checks the status of the refund rather than the dates or amount.

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