Hello Soattaiguef33
This platform is not the SBB Customer Service. We are a customer support forum run by SBB customers.
To solve your issue, please see an SBB travel office or call the SBB Contact Center, provided you purchased it with SBB: 0848 44 66 88 (CHF 0.08/min, waiting times may occur); from abroad: +41 51 225 78 56.
Kind regards,
Roland