Hello Irvin A
Welcome to the SBB Community.
SBB cannot be contacted by e-mail, there is a contact form available. A written reply may take multiple days and is not efficient as a phone call. To call SBB from the U.S., simply dial 011 41 51 225 78 56 (24/7, waiting times may occur).
https://sbb-tickets.cc/en/help-and-contact/customer-service/praise-comments/reklamation.html
A successful purchase is always completed by a purchase confirmation e-mail. If you have not received the e-mail it could be because
- you entered the e-mail address incorrectly
- the e-mail ended up in your SPAM folder
- the purchase was not successful at all; a listing on your bank statement does not necessarily mean, the payment went through; it might be a reservation only and the amount is again released after a few days.
As a general saying, to successfully purchase tickets from SBB, your credit card must support 3D secure ID, a two-factor authentication method used by most European webshops.
Kind regards,
Roland