Failed Transaction but Ticket Fees Were Still Charged

Nhi Nguyen

I bought 2 Saver Day Pass tickets for Tue 30/9 with CHF 178, equivalent to ~ 172.11 pounds from the website. The website took the money from my Lloyds bank account, but the notification on the website showed that the transaction had failed and I might have to try again. However, I was still charged and I din not get the tickets. So how can I take back the money to my bank account and buy another ticket? Or when can I get the refund?

Danhiel

Hello Nhi Nguyen

You must be patient, it could take a few days until the amount is refunded on your bank account or a temporary reservation disappears.

Kind regards
Danhiel

Nhi Nguyen

should I buy another tickets while waiting for the refund process, then I’ll be charged twice. Or should I wait for the refund first? Cause the price’s changing.

Danhiel

Nhi Nguyen

Did you buy the tickets with an account (which is recommended)? In this case you can check the order list to be sure that the transaction failed.

Otherwise, you could ask the SBB to obtain this confirmation. A chat is available, you can find it at the bottom of this page (ask for a consultant):

https://sbb-tickets.cc/en/help-and-contact.html

Nhi Nguyen

I don’t think I bought the tickets with an account. At first, I tried to sign in to buy them, but I couldn’t, so I bought them without signing in as a guest and insert my card, but I wrote my email for ticket confirmation. But now, I downloaded the app SBB mobile, signed in with the same email, it doesn’t have any information about the failed transaction

Danhiel

Nhi Nguyen

If you bought a ticket as a guest, it will never be transferred to the app, even if the transaction was successfull and you used the same address.

Nhi Nguyen

Then what can I do to get the refund? I tried to fill the refund form but I did not even have the order number. That’s completely the website’s error 😭

Danhiel

Nhi Nguyen

Read again my last posts, I suggested to contact the SBB with the chat, you could give other information as an order number (name, date of birth and e-mail address) and they could search if any ticket matches, If not, you would have the confirmation that the transaction failed.