Wrong credit card

[Jecalingasan027]

I made a mistake while booking and requested a refund. However, the credit card number for the refund initiated is different from the payment card that I have used the card below is not mine. A different card is reflected to the mail for refund and the SBB app. My visa card number starts and ends differently.  I am afraid you might refund the money for another account . I called your customer care number. He told me to wait for a few days for the refund as it is a system error. I have posted it here because there is no tickets raised for the complaint via call. Do you have a customer carr email?

[RomanoS]

HI @Jecalingasan027 and @jian 

May I ask you if you paid with Samsung Pay, Apple Pay or something similar? 

Many thanks and best regards, 

Romano Schneider

Customer Success Manager SBB.ch 

[Jecalingasan027]

It has been refunded successfully in the right card. I paid via apple pay. Thank you for your amazing customer service.

[RomanoS · Accepted solution]

HI @Jecalingasan027 

Perfect. OK, then we had the right suspect. When you pay via Apple Pay, there is an additional reference number that the provider (in this case Apple Pay) create. We see this Number and not the one of your Credit Card. When the payment goes back for the refound, then apple pay has to match the number to your card number. That's why. @RolandP, @Ex-Bähnler, @Carlo_CSM; @schwarzd; @giopapach  and @11407  FYI. There might  be similar questions in the future. 🙂 

A lovely day and best regards,

Romano 

Customer Success Manager SBB.ch 

[jian]

Hi, I would like to ask about the follow-up process regarding your refund. I have encountered the same issue where my refund account does not match my payment account, which is quite strange!

GiuseppeL

Thanks 

[jian]

@ GiuseppeL

[jian]

Hi, I would like to ask about the follow-up process regarding your refund. I have encountered the same issue where my refund account does not match my payment account, which is quite strange!

Thanks 

[Jecalingasan027]

They have refunded in the right card. Refund took 4 days. Must be a system glitch.