I had bought a ticket for my parents from Bern to Basel on August 27: TicketID 775145577457 and 846184173988, which the total cost was 61.78 USD.
On Aug 27, around 16:00 they approached your ticket counter and asked to reschedule the ticket. However, they did not reschedule because the change price was not suitable for them.
Then they boarded the train at 19:36 according to the time of their existing tickets. While on the train your staff member checking the tickets told them that their tickets had been canceled and required them to buy a new ticket. New ticket numbers 230825197000227 and 230825197000228, total cost 82 CHF = 92 USD.
I would like to let you know I had no attempts to cancel the ticket and I suspect your employee canceled the tickets. I can even send you a picture my dad took on your staff member’s phone and you can see that the ticket was canceled at 15:59 Aug 27.
Please refund my money.