Where to file complaint for easy ride department if my report in the app keep getting ignored?

[sbbnofraudpls]

Hi all,

I tried several times to correct a ticket problems and asked for details about a trip with easy ride, using the function in the sbb mobile app "report a problem" or "submit feedback". The easy ride department first responded with very vague answer and says the ticket is correct, after I replied and said this ticket start is not correct and request for detailed timestamp, they either ignores my request or said we already answered you, which is not true since i never got an answer for the follow up question. This is honestly so disrespectful and unprofessional.

I filed a complaints in https://www.sbb.ch/en/station-services/after-your-journey/customer-service/praise-comments/kritik/ti...but got no response after 2 weeks. And all the SBB mobile app feedback/report are either no answer or a reply that says we already answered you. Where can I file a complaint for this pattern of behaviour and actually get the ticket log data/ correct the ticket error? How could the customer service team be so irresponsible and unhelpful??!!

[emmak]

I saw this happen to me also. I got a fine for activating too late. When running onto a train to go skiing with full capacity and everyone coordinating things, I activated 3 minutes late. Still my easy ride receipt is with all the zones I travelled. 

i noticed later that my receipt said I activated it 10minutes late. Luckily I have a screenshot on my phone with the time, and how long my ride had been on going which you can calculate to be 3 minutes. It’s also impossible that with the geolocation tagged station that it had been 19minutes. So either the train left 5minuted late and I wasn’t „late“ to activate, or there’s a problem with their ticket start time in receipts. 

[RolandP · Accepted solution]

Hello @emmak 

It does not matter whether you activated it 3 minutes late or ten minutes late or that your Easy Ride ticket included all zones. You must be in the possession of a valid ticket before train departure of which you obviously weren't. 

Please call the number mentioned on your receipt should you wish to talk to an SBB official.

Best regards,
Roland