How to dispute a TWINT overcharge ( 5 times too many) over failed connection?

[DV]

On the 15.05. 2022 TWINT connection failed while buying a bike pass and a train ticket. payment was charged for 5 tickets  ( 4x 14 CHF + 9.30 CHF) to my bank account.

Bank says SBB is responsible for refund. However the money is still reserved.

On Twint Official site it says that we can ask the seller to refund however I can not find the extra charges in "my transactions".

Is this issue common? Does anyone know how do to obtain the release of those funds and make sure that SBB does not overcharge over a failed connection?

Thank you for your help

[VlaznimA]

Hello @DV 

The money is as you say only reserved and accordingly can not be assigned to any booking. You will always receive an email with the confirmation and the ticket after a successful purchase. In this case, the double debits will be automatically reversed by Twint within 14 days.

Have a nice day.

Kind regards, VlaznimA.