Ukranian passengers

Hello, I want to know how to cancel two incorrect payments from my card for 12 euros that came to my mail

 I’m from Kharkov, Ukraine, I didn’t use such travel cards before and probably did something wrong at the exit of the train, so the exit didn’t break through in both cases when I was traveling from Amsterdam to Schiphol airport - since I live at the airport in a hotel.  My registration in the BSN number.

 I can’t call because I don’t know Dutch and English and at the airport at the checkout your employees didn’t help me because they called the indicated number but there was always an answering machine

 Tell me how to fix two trips of 12 euros, this is not true since I went out in both cases to Schiphol Airport мой номер WatsApp+*************  *********@gmail.com