Payment Deducted, No Ticket or Confirmation

A5im

Just tried to buy a Super Saver ticket on the mobile app but it said transaction failed due to payment method error. However it still deducted money from my bank account. I’m using Apple Pay and it worked for the first ticket I bought yesterday but this just stole my money. How can I fix this and what should I do?

RolandP

Hello A5im

Firstly, welcome and hello to the SBB Community. In Switzerland, we love niceties.

Secondly, the national railway company does not consist of robbers. Your money is not stolen.

Simply wait a few hours until the reservation is resolved and try purchasing from anew.

Kind regards,
Roland

A5im

RolandP
A little confused here, what do you mean by reservation?

RolandP

Hello A5im

A successful purchase from SBB is always confirmed by them sending a purchase comfirmation e-mail containing the ticket itself or instructions (with a link) on how to download the ticket.

Did you receive it? Did you enter the e-mail address correctly? Did you check the SPAM folder?

If a payment is made, firstly a reservation of the amount is requested/made. In case the payment ultimately failed, the reserved amount might be kept for a few hours with the payment provider till it is ‘sent back’ to your account.

You should get a refund soon. You might want trying again.

Kind regards,
Roland

A5im

RolandP
I did buy a ticket a day before using Apple Pay which worked as intended, got the confirmation email and can see the ticket in the app.

However for the second ticket I tried to buy, it instantly gave a pop up of transaction failed due to payment error, but then it also deducted my money from my account.

I checked both the Spam and Bin emails, nothing is there, as well as the app and I can only see my previous ticket only.

I’ve submitted a form as the chat support is offline, hence why I’m here seeking for help.

To reiterate what you mentioned, I just have to wait it out and see if I either get my money back or get the tickets? Anything else I can do?

RolandP

Hello A5im

To reiterate what you mentioned, I just have to wait it out and see if I either get my money back or get the tickets? Anything else I can do?

From experience, in 99 % of the cases the problem is resolved automatically within hours.

Kind regards,
Roland

A5im

RolandP
Well it’s been over 24 hours now and still no response from the company. Devastated!

Submitted a form to them in which they replied to the wrong concern and haven’t gotten back, nor has the so-called automatic refund has occurred.

Other than that, the Chat Service is disabled 24/7? I’ve been waiting since 8am and it’s almost 11pm now and the chat service is still disabled.

RolandP

Hello A5im

The chat is available on my end, for another 45 minutes.

If you want an instant answer, you must call SBB: +41 51 225 78 56 (24/7).

When using the contact form it may take a few days to get a response.

Kind regards,
Roland