Hello Connie1
If you have not received an e-mail, and you had entered the e-mail correctly, the payment was not successful.
Just because the amount appears on your account balance does not mean that the payment did go through. The amount will disappear from your account again in a few hours.
You can use this form but SBB will not find a ticket under your name.
https://sbb-tickets.cc/en/help-and-contact/customer-service/praise-comments/reklamation.html
You shall contact your credit card bank to make sure 3D secure ID is enabled.
And, create an SBB account for purchasing tickets; this will allow you accessing tickets on your account and to see if the ticket was issued at all. Furthermore, you can cancel tickets on your own.
Kind regards,
Roland