Really sorry to read of your problem. Sometimes the Giffgaff website has communication issues with Internet browsers, meaning you cannot complete your transaction and you may also see error messages.
If this happens to you, please go to the Settings within your current Internet Browser and delete the Cache and Cookies (located under Browsing History). Once done, please try asking an agent again @tracystrutt83 🙂 https://support2.giffgaff.com/app/ask. Agents deal with account and payment related issues. You can expect to receive a reply to your question within 24 hours.
An Agent will then reply to your question within your My Questions area.
For anything else, please use this forum and giffgaff members will be happy to help you out this Afternoon.
If the problem still persists, please log out of your giffgaff account and open an alternative Internet browser (if you can). Chrome and Firefox are some examples. Then, visit our website on the alternative browser, log in again and try asking an agent again.
Hopefully, one of the above two suggestions will resolve the issue for you. Sorry for your inconvenience.