I purchased a ticket at a ticket machine at Zermatt station. I inserted 100CHF, the ticket cost 47CHF but the machine only gave back 3CHF coin. I submitted a report through the SBB Contact Center gave necessary info(ticket machine ID, personal info…) and got a case number. After a week, I called to ask for the status of the case and I was guided to call MGB, the private train company which manage Zermatt train routes to ask for a refund. I did send an email and they confirmed they did not have permission to access my case number due to I reported directly to SBB. I did call the MGB, they give me a phone number but no one answer my call.
I made 4 call to SBB contact center, 1 email to MGB, 1 call to MGB, 1 call to the Zermatt train company maybe and have no answer for my issue!
I only stay in Switzerland for around 4 days left. Now I have no idea about the status of my case.