A question about my ticket orders
I bought two tickets (Frecciarossa 9427, from Venezia S. Lucia to Roma Termini, departure at 12:25 10th Jun 2016) on your website at 7th Jun around 20:00 and paid with my bank card ending with 5204, but I don't know why I didn't receive any email confirmation from you. Then, after about 12 hours, I contacted your staff via online chat to ask what's happened. A staff named Neil said your system didn't processed my order correctly, and ask me to order it again. He also promised me this order will not be charged.
Then, I rebooked my tickets and received the email confirmation and tickets confirmation (PNR: SZS2J5)about 10 mins after I submitted my second order.
However, when I check my bank statements today, I found out you guys charged me twice for the tickets.
I think I need a explanation why you guys charged me twice when your staff told me that my first order didn't process correctly and promised me the first order won't be charged (I didn't receive any email about my first order so far). Also, I want to get the refund for my first order cause your staffs already promised me it won't be charged.
You can ask me to send you the chat history with your staff and my bank statement if you want.
I'm looking forward to your reply.
Open Jun 15, 2016 - 03:01 PM
Customer Service > Trouble Booking