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I have been charged and have not got my money back

Hi,

On the 29th of May I tried to buy tickets online on your website for 9-10 of Jule:
Lyon-Marseille (10 euros)
Marseille-Lyon (42 euros)
I tried twice and both times got 'cancel'. Nevertheless, I was charged for 84 euros (the price of two tickets Marseille-Lyon).
I went to the train station explaining my problem and I was advised to wait few days, that money would given back maximum in 7 days, and if not - I should come back with the print paper from the bank showing that I had been charged, and they will call customer service. In one week I did not receive anything and I went again to the same station (Part-Dieu), explained everything again and was told that, in fact, I had to wait 7 working days (and bank only works 4 days per week). Again in 1 week I came to the station (after 2 weeks waiting!) and was told that they do not fix this kind of problems and gave me the link to this website to ask a question.

I have tried to contact customer service via + 33 (0)98 098 36 35, but never got an answer, even though I am calling from France.

Please advise:
1. do i have to write a letter to this address postcode is 62973 Arras cedex 9?
2. To who should I write?
3. Where should I bring this letter and do I have to buy a letter-cover (and where) for that?

Could your service contact customer service for me please? I believe that you are the same company and can reach your colleagues quicklier. So far it seems that I cannot fix this myself and it is really bad that that big company can charge people for about 100 euros and does not give it back.

Regards,
Alyona

Rybakova Alyona
Rybakova Alyona

Hello Alyona,

As long as you don not claim a refund, the company does not know that you have been charged twice. Infortunatly you did not have the right informations at the train station.

You need to make a claim to this adress :

http://www.sncf.com/fr/relation-client/reclamation

If your informations can not be taken on the internet, you will have to send all your informations (date and place, kind of ticket, your bank statement and your bank details) to this postal address :

Service Relation Client SNCF
62973 ARRAS Cedex 9

Best regards

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