Hello heavenkid
As your issue involves personal data, we are unable to resolve it through this platform. Therefore, I kindly as you to contact the SBB Contact Center by either calling (0848 44 66 88, 0.08 CHF, 24/7, waiting times may occur) or in writing: Claims and complaints | SBB help & contact
For your own security and privacy, please don’t share personal information like the client’s number. Such information should only be shared in a personal exchange with SBB staff, and not on a publicly accessible platform.
Kind regards,
Roland