Email from giffgaff:
Prevention from buying an unlimited goodybag
Dear Andrew,
At giffgaff, we believe that we have a responsibility to offer a fair, sustainable and consistent data service to our members. For this reason, we have introduced Traffic Flow, a new policy to reduce the impact that a minority of members with an unusual data usage pattern can have on the majority of giffgaff members.
For more information on our process for identifying usage patterns which impact other members, please see more information on Traffic Flow or section 3.9 of our Terms and Conditions.
Unfortunately, you have been prevented from buying an unlimited data goodybag on another giffgaff account and we have to extend this restriction to your account andrewhewes. We will remove your unlimited data goodybag from your account within the next 48 hours and provide you with a refund for the goodybag, minus any reasonable deductions due to the amount of usage you have already had from your goodybag allowance. Refunds are calculated according to the value of your usage on your goodybag to date at our standard pay as you go rates. If you are entitled for a refund, our team will contact you with the details.
If you think there is an error with our detection, please contact the agents so they can verify your account in more details.
You can still buy a limited data goodybag if you would like to, but you won't be able to purchase any more unlimited data goodybags on this account. If you used to recur your goodybag, this option has now been switched off. You can still choose to recur goodybags with a limited data allowance in the future.
Thank you for your co-operation,
The giffgaff team
My reply:
First, allow me to inform you I am reporting you to ofcom at the earliest possible convenience.
I received an email saying you're refunding my goody bag minus whatever you feel like stealing from me.
Firstly, no. You refund the lot. You gave me no notice of this or else I'd have not topped up in the first place and would've gone to a network who's unlimited data package means unlimited.
You're in breach of advertising laws and company trading laws.
Also, I had hundreds of issues with my iPhone 5 and just a few days ago wasted £300 to stay with you guys by buying a better phone just to be told to basically screw myself...
As previously stated, I expect a full refund. I also expect you to make aware your unlimited goody bag is in fact very limited.
Further to this, I want all the time ivebbeen with you refunded due to sheer incompetence and poor service.
There was no notice of updated policies.
And if you continue to refuse to abide by laws set in place by our government in regards to trading in the UK, I will take you to court. And I will ensure O2 shuts down your network due to bringing them into disrepute by association.
Lastly, I advise a senior case manager to respond to this simply because the majority of untrained work-from-home agents won't know how to respond to this without making it worse.
