Unsuccessful purchase but the price deducted from my credit card

iman

Yesterday I tried to buy a ticket from Milan to Zurich, I got an error after payment which is told to be an unsuccessful purchase, so I changed my card and tried it again but this time the process was successful and I purchased my ticket. the problem is that the price was deducted from my credit bank for the first time. what should I do now? I called my bank they told me the price was deducted two times

RolandP

Hello iman

Welcome to the SBB Community. We are happy when we get a hello 👋.

The amount will be back on your credit card in a few hours. Make sure your credit card supports 3D secure ID.

Kind regards,
Roland

iman

Hi Rolan
Thanks for your response, but it’s been 24 hours and the status is still pending and nothing was turned back to my account. Is that normal? As I explained my bank told me the amount was deducted from my credit card.

RolandP

Hello iman

Any successful purchase is completed by a purchase confirmation e-mail. If you have not received this e-mail, then it either ended up in your SPAM account, you have entered a wrong e-mail address, or the purchase was indeed not successful.

To find out, please check your SPAM folder. You may also contact SBB: +41 51 225 78 56 (24/7, waiting time may occur).

In case of a failed purchase, the money is sent back to your account; depending on the payment provider, this may take several hours up to multiple days.

Kind regards,
Roland