I’m frustrated

Rail Europe ́s Mistake

I bought two tickets from Paris Gare de Lyon to Zurich, Switzerland and went through the process of entering all my information online to make the purchase, such as filling out name, personal info, travel departure and destination, selection of ticket, and payment information with my credit/debit card, when I submitted everything at the end a red text notification appeared saying that the card couldn ́t be run for some reason and the purchase was incomplete, yet there is a pending charge of the ticket price ($211) on my bank account when I look online, and it ́s been there pending for a couple days locking my ability to use that money. We certainly didn ́t get any tickets for that charge as it caused mass panic and confusion at the train station and we had to run around for a couple hours trying to find someone that could help. I want that pending charge taken off of my account today and I will never use rail europe again, incredibly upset at this mistake on this company ́s part and disgusted with my experience.
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this problem
  • Jeff (Official Rep) August 29, 2013 16:59
    Hi Matthew,

    We are very sorry to hear about the charge and your experience. When an order is attempted on the internet, a pre-authorization hold is put on the credit card just to verify the funds. Modern-day security measures, put in place to detect fraud, are sometimes sensitive to orders being submitted from an international location and can prevent credit card transactions from going through. Since there was never a confirmed order, nothing was ever charged to your card. In such instances, the pre-authorization holds do appear on statements, and a statement would even show the amount of the pre-authorization hold as being deducted from the total account balance. Pre-authorization holds drop off and no longer reflect on your statement within a matter of days.

    If you still see the pre-authorization hold reflecting on your account after several days, you would call us at 1-800-622-8600.

    Rest assured, pre-authorization holds are the standard for any internet transaction and drop off after just a few days. Additionally, no actual funds are deducted as a result of pre-authorization holds.
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