Back when I joined giffgaff, there was this odd bug with the website -- sometimes, new joiners would be unable to "ask an agent". The link simply wouldn't work.
Today -- more than half a year later -- the same problem exists.
I see that there are ideas out there regarding this, such as Proactive Fix for Ask an Agent and Replies, but these ideas are flawed: they assume giffgaff is working on a fix, and suggesting a mitigating strategy until such a fix is in place.
Given that there is no idea being kudosed about ACTUALLY FIXING THE BUG, I am beginning to wonder if anybody is working on it. So I would like to suggest that GIFFGAFF ACTUALLY FIX THIS ******* BUG.
It seems completely ridiculous that the only means provided to contact the company in regards to account-related issues simply does not function for a significant number of the customers. This should be fixed, and there should be some sort of proactive process in place to address these issues *before* customers notice and come to the forum to help.