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I tried to get refund from fahrkartenservice@bahn.de since 10 days ago

Hello, I tried calling your number and when they transferred me to English speaking consultant I was left hanging for 30 minutes on the phone. The I sent a request on fahrkartenservice@bahn.de to have a ticket refunded. The reason I want a refund is because the DB app showed me errors when in fact it was actually buying tickets. So now I have one extra ticket bought by the app which I haven't used. I need those money back. Can any one help me??
Thank you!

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