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How long does it take for the S-Bahn to respond to a question about an increased fare charge?
Anyway, I went to https://ebe.sbahn.berlin/ a… I was in Berlin briefly and received an increased fare charge as I didn't realize I had to validate my ticket. It was right after I purchased it. My bad!
Anyway, I went to https://ebe.sbahn.berlin/ and submitted a message to see if I could explain the circumstances for which this happened and reduce the increased fare charge. It claimed that a confirmation email could not be sent but that the message had been received, and it also said that the payment deadline is paused until I receive a response. I took a screenshot of this page, but of course never received a confirmation email. It's been a few days and I have still received no response. The payment deadline also says the same date as before, it has not changed to reflect the pause.
Has anyone got any experience with this? I don't want the payment deadline to erroneously elapse just because they take a while to respond!
honestly the whole validation thing catches everyone at least once. the machines are tucked away and not obvious if you're not from here. you can try calling the s-bahn customer service hotline directly instead of waiting on the online form. 030 297 498 33 is their number, calling usually gets you a human faster than the email black hole. just have your ticket and the incident number ready. the deadline thing on the website is buggy, i've seen that same issue before and they did eventually adjust it on their end but it took like two weeks
the s bahn system is a mess with this stuff tbh. your best bet is actually going to a service center in person if you're still in town - the one at alexanderplatz or friedrichstrasse stations have real people who can look up your case. bring your ticket and that screenshot. they're way more chill face to face than the online form people.
if you've already left berlin, just pay the 60 euro and move on. the increased fare is standard even for honest mistakes, and fighting it through their system is a headache that can drag on for months. i learned this the hard way when i forgot to stamp my ticket at heinrich-heine-strasse.
Yeah, that confirmation page is basically useless. The S-Bahn customer service team is pretty slow, I've waited over two weeks before for a response on a similar issue. You should check the actual deadline date on the yellow paper ticket they gave you, not what the website says, because that's the real one that matters.
If you're worried about it expiring, you can pay the amount now under protest and then still fight it afterward. They'll refund it if they agree with your explanation, and it saves you from any collection hassle. Just make sure you keep that screenshot and any other proof of your initial message.
