Refund in Limbo?

mattballaz

Hi Friends,
I’ve read several discussions on a similar topic but can’t determine how to proceed in my case.
On Mon, 22.04.2024, I purchased two point-to-point tickets (my wife and myself) for travel on 23.05.2024, Order no.: ••••••••••••. I thought I had canceled and requested a refund for both, but it turned out I had only been refunded for one (refund received on credit card on 23.05.2024).
As soon as I realized I hadn’t canceled both, I put in for a refund for the second. I received the email reprinted below on 22.05.2024 (request CS008337285). However, it has been more than the 15 days mentioned in the reply, but we still haven’t received the refund.
Any advice is welcome. Thanks - we had a great time in Switzerland and really enjoyed SBB.

Good Morning Mr Ball

We have received your request CS008337285.

If the conditions for a refund are met, we will credit the amount to the payment method used to make the purchase. We will not send you any further notice. In other cases, we will send you an e-mail notifying you that your refund request could not be considered. Please note that the processing time can take up to 15 days.

Kind regards
Your SBB

RolandP

Hello mattballaz

The SBB Community is a customer support forum run by other SBB customers. Albeit our profound knowledge of public transportation in Switzerland, we are not the SBB Customer Service and therefore cannot help you with your issue as we do not know the status of refund requests either.

Was it a Supersaver ticket or a regular Point-to-point ticket? Please do not share any ticket ID’s, they will be masked in our forum. Just say, what the ticket title reads.

When did you ask for the second refund? Was it after 23 May 2024? In this case, you do not have a proof of non-use and a refund is not possible.

Kind regards,
Roland

mattballaz

RolandP Thanks so much for your reply. I get that this is a forum of customers. I’ve noticed some “official” responses on some of the threads (e.g., "your refund was issued today but may take a few days…) but appreciate any help.
We bought two regular point-to-point tickets (not a Supersaver), but only one was canceled and refunded.
The refund was not requested after 23 May 2024.
Thanks again. Hope you are having a great day.

RolandP

Hello mattballaz

I see. It may simply take a few more days than expected.

Let’s see if we can ask our SBB contacts what’s happening with your refund. There is no guarantee that we can help. We will be back.

Kind regards,
Roland

mattballaz

RolandP 🎊🎉

mattballaz

Thanks Roland.
I had never been to Switzerland (Anne had been to Luzern for a teachers’ conference in 2006, but nowhere else in the country). It was just so beautiful, especially Berner Oberland. Really enjoyed travelling around via train. Hope to be back!

RomanoS

Hello mattballaz

Many thanks for your interaction in the SBB Community.

We checked the case with the SBB Customer Service team; unfortunately, due to an internal misunderstanding the refund of your second ticket has not yet been completed. But it’s done now and you will receive the money in due time.

Romano

mattballaz

RomanoS Fantastic! Glad I asked.
It must be such an incredible challenge to run such a complicated organization / operation. I can understand how things might get misunderstood.
I really appreciate your help. Thanks so very much!

RomanoS

mattballaz I’m glad too 🙂

Our Super User @RolandP did the most. Therefore I adress the confetti🎊🎉 to him.

All the best to you and BR

Romano

RomanoS

mattballaz 😉😇