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RENFE takes credit card but no ticket; now what, buyers beware

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I just used RENFE's official site ( to purchase tickets from Madrid to Segovia. With minor difficulties (guessing the right format expected for the phone number, having to enter a passport number) I got to the place where one enters credit card information, which I provided. Next I was taken to picking the seats. No problem for the outbound trip, all seats were available. When I got to the screen showing seats for the return, ALL seats were marked as taken and I could not proceed. I had to get out (no BACK option) and when I tried to send a message via the form provided to their Customer Service to ensure that they will not charge me, I was prevented from doing that as the form requests a number for "Doc de Identidad" . I tried to enter some numbers (I have no idea what they expect there, it's unsecure communication), but I keep getting the following message "Debe indicar la letra de su DNI". ...

Does anyone know how to beat this system? I will monitor my credit card and will contest the charge if they do charge but this is incredibly frustrating. Who needs this hassle? Obviously I don't have the tickets and I don't even know what to do in this case... Any suggestions?

RENFE users beware, this antiquated, unfriendly application does NOT work.

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