Payment error but I've been charged twice

crv

I tried to book train tickets, but the payment didn’t go through. Error msg “Payment error, try later”. But I was actually charge twice, because as 2 options were showing: GBP and CHF, I tried then both to see if the error continued.

And you don’t make it easier for us. The help and contact options are not the best. Is there any email to try to sort this out?

Thanks

RolandP

Hello crv

This topic is discussed frequently in our community.

Check your credit card account again in a few hours. The amount has been reserved yet will again be released in a few hours in case the payment failed.

If not, either call your credit card bank or call SBB at +41 848 44 66 88. There is no e-mail contact unless trough the contact form:

https://sbb-tickets.cc/en/help-and-contact/customer-service/praise-comments/claims-complaints.html

Kind regards,
Roland

MelanieD

Hello crv

Thank you for your request.

The amount has been reserved and will again be released in 3-10 Days in case the payment failed.

If you still see the amount debited from your account within the next 10 days, please contact us:

Tel. 0848 44 66 88
(CHF 0.08/min.)
(available 24/7, sometimes you may be required to wait)

I would recommend that you send this case directly via the following link because we don’t have an email adress: Claims and complaints | SBB help & contact

I wish you a lovely day
Kind regards Melanie D