How to file a complaint with Zou transport system
Hello all, I used to live in Antibes in 2024, and during my internship, I ordered a Zou transport card, since I'm 27, and not a student it's the normal Zou card. The card is valid, and recently I am eligible for the zou solidarité+ options due to my caf family quotient being below 600€ and I confirmed I'm eligible for it with an official from the zou ticket office.
This summer I visited the south for 3 weeks and I used the card to buy solidarité + tickets from Marseille, Aix en Provence and Les arcs Draguignan, I've been checked by controllers in all my trips and never had an issue.
Today when I left for my train from Les arcs Draguignan to Marseille saint Charles, I recharged my card in the zou machine, validated the ticket at the station and got on board. The female controller tapped my card and it didn't work, I showed her my justicatif d'achat but she didn't bother. She scanned the QR code and says I don't even have an account, mind you my face and details are printed on the card.
She starts to get very aggressive and says I don't have a ticket so I need to pay a fine, she refused to listen to me when I said I've been travelling with this card the same way for the last month.
She then goes on to lose her patience and blatantly says racist remarks - "I think you know your card is expired but yet you travel this way, your people do this often" I said I'm not aware. She then goes on to say, you are sitting in first class, and I'm supposed to be in second class! I said I just got into the carriage and sat down, I'll move, and I wasn't aware it was first class, she again says "your people always have excuses for sitting in first class" at this point I said your remarks are very offensive and racist and it's not nice, she refuses to elaborate further about the problem and says "I'm a controller, you can't argue with me, I am right" and gives me no other option but to pay a 60€ fine.
I have the receipt with me which has her agent number, I don't have her name and I'd like to lodge an official complaint for her racial profiling and her refusal to explain what exactly was wrong. If someone has made such a complaint before, can you please guide me how to? I'm based in Paris right now, so an online complaint is my only option.
Does this mean that 7-8 of her colleagues who checked me previously don't know how to do their job? Or is this lady trying to fine people without cause? She was impolite with others and fined several other people on the train.
For clarification, I'm a brown male from India, hence the profiling about "your people"
Thank you