I want to get my refund.

HU XIAOYING

Dear SBB:
On the day 24 of December this year, I bought a 3 day Swiss pass on the official website. However, due to the wrong suggestion of a personal in the airport, I bought the swiss pass with wrong date. As soon as I realized the problem, within 30 minutes after buying this wrong swiss pass, I wrote a letter in the app SBB, then I received a email which said if my request is reasonable, I would receive my refund directly. And then this Swiss pass couldn’t be used and in the app it said that because I was asking for a refund so it couldn’t be used any more. Then I bought another Swiss Pass with correct date for my journey. The problem is after 6 days, I haven’t got my refund yet. Could you help me to check if my refund is on progress or not? And tell me a probable date that when I can get my refund. It’s really important to me. I feel quite anxious about it. Here is my email:
Thank you very much.
ADMIN: Name and email address hidden by moderation. Please do not publish any personal information on the Community
30.12.2023

RolandP

Hello HU XIAOYING

Unfortunately, the SBB Community is not the customer service, it is a customer-to-customer support platform; consequently, we cannot treat your request as made here. Also, for privacy reasons, you should not leave personal information here as they could potentially be abused; we will mask them.

Please send your request, including the ticket number of the obsolete pass, as well as of the used pass, to the customer service using this form:

https://www.sbb.ch/en/help-and-contact/customer-service/praise-comments/reklamation.html

Refund requests of your kind are treated manually by a staff member; due to Christmas festive season, the processing might be delayed. Thank you for your patience.

Kind regards,
Roland