Hello Gina11
If you are unable to call SBB using 011 41 51 225 78 56, then you will have to wait until you have arrived in Switzerland to see an SBB ticket office.
From abroad, SBB is only available by phone, or contact form; by the latter, it may take them several days to reply: SBB customer service: Praise and complaints | SBB help & contact
Before you contact SBB, check again with your bank that the amount has definitely been deducted from your account, and it was not just reserved. The latter case is an indication that the payment did not go through, and therefore no tickets were issued.
Kind regards,
Roland