I’m nervous

Unsuccessful reservation, trying to return money. RE keeps silence.

Hi, Everyone!

05.06.2013 I tried to book tickets to TGV train from Paris to Cannes on Aug.12 2013. I received an SMS from my bank with payment confirmation in it. And simultaneously the site told me that the transaction cannot be completed. So now I’m with minus 576 CAD and with no tickets.

Now I try to return the money posting messages everyday to 'Contact Us' section, but RE keeps silence.

What would you suggest?
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  • Jeff (Official Rep) June 11, 2013 18:13
    Hi Dmitry,

    We wouldn't charge you unless you have an order with us that was finalized. The charge you are referring to may be merely a 'pre-authorization hold'. When an order is attempted on the internet, a pre-authorization hold is put on the credit card just to verify the funds. However, this does not mean that any actual funds are charged until the order is able to be confirmed on our end. If there was never a confirmed order, nothing would ever have actually been 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. However, you can rest assured that no actual funds were charged, and the pre-authorization hold will drop off and no longer reflect on your statement within a matter of days.

    If you still see pre-authorization holds 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 they drop off after just a few days. Additionally, no actual funds are deducted as a result of pre-authorization holds.
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  • I’m thankful
    Than you, Jeff!

    Yesterday your colleague contacted me by e-mail. So This might be the case you described.

    We'll wait for our bank's reply
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  • Jeff (Official Rep) June 18, 2013 18:29
    You're welcome, Dmitry. Let us know if there is anything else we can help you with.
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