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In Saturday, May 11 I went to Groningen, It had cost 17.64. I checked out but there was 2 checkout machine and I didn’t know which is correct and I tried both. After some days I saw there is 12 euros extra in my NS account. If you check my panel you will see in the same time it has been registered tow amount, I don’t know what is that for! Please check and fix it.
Thanks and regards

@anahitavakoli We cannot check it and fix it. Contact klantenservice.

The second was probably at a machine for another train operator. In Groningen there are trains from NS and from Arriva. The check-out with cost €17,64 was with NS, if you then also did the same at an Arriva machine, you checked in with that operator and you have a check-in without a check-out. Then the starting fee is deducted, that fee is €20 and with 40% discount it's €12.  

Follow the advise given by Vareo. 

When carrier is Arriva what should I do for sending money back request? Isn’t it possible send request through NS?

When carrier is Arriva what should I do for sending money back request? Isn’t it possible send request through NS?

Please contact customer service at https://www.ns.nl/en/customer-service

Alternatively, try www.uitcheckgemist.nl and fill in Groningen - Groningen.

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