keep being charged

dawnrosie

I am being charged on a daily basis for some reason, i have contacted an agent but no reply as of yet, please help

natty88

dawnrosie Have you received any texts saying you've subscribed to a service from a 5 digit number or one saying this message is free if yes you'll need between 8p and 15p credit to reply stop to the number in message also have a read here please

https://community.giffgaff.com/d/18597940-premium-text-charges-do-s-and-don-t-s

If that's not the issue and you've contacted agents please check for any replies from Them here please

http://giffgaff.com/support/questions

wagstaffes

dawnrosie it looks like you may have auto top up enabled with 4 top ups within a week. Auto top up is a facility that, if enabled, automatically triggers a £10 top up if your credit balance drops below £3. This suggests that charges are coming out of your credit balance. Did you perhaps run out of data on your last goodybag as this costs 5p per mb from your credit balance when you do? Or maybe you have inadvertently subscribed to a premium service?
Check your recent usage here https://giffgaff.com/profile/usage-statement
You can turn auto top up off here https://giffgaff.com/profile/payment-details

defraybo

dawnrosie
Turn off auto top up that is probably the ten pounds charges the others are for your monthly goody bag. But you must check in your profile to find what the charges are for it could be a scam by the payforit parasites.

bobrobinson

dawnrosie
Hiya .
Looking at the list you have put up you havnt been buying goodybags. The last one was August 11th.
So you are using payg and you could be on auto top up. So please have a look.
All the best Bob

karlie12

dawnrosie I would contact an agent immediately who will look into this for you. If you’ve been over charged or anything I’m sure they will refund your account

samst55

Hi, contact an AGENT they will check account for you.

*** Overcharging ***
Only AGENTS can solve account issues
Direct link to ask an agent: https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Credit-debit-card-or-PayPal-overcharging/form/
GIVE DETAILS IN BOX PROVIDED and request a refund
Agents are available from 8am till 10pm 7 days a week.

NOTE: If your purchase was done by a Credit or Debit Card make sure you have your bank details stored so that they can refund it back to your bank.
PLEASE allow up to 3-5 days to receive the payment back to your bank.

dawnrosie

thanks folks, an agent replied and sent me a data usage sheet which i cant see as its excel. I havent subscribed to any new services and havent done anything different to anything i usually do with my phone for it to clock up so much data usage? I have had just one £10 refund but im still left very short of money now

dawnrosie

and i have turned off auto topup not but was charged again this morning, im presuming thats why ive had one refund?

dawnrosie

now...

andyxhill

I would stop auto up top of airtime credit now.It appears you may be getting charged for premium text scams

dawnrosie

I have turned off auto top up, i checked my data usage and theres nothing unusual there using it up

i_am_sy

Auto topup was switched on which of course was topping up £10 each time your credit droped below £3.

Have the agents confirmed that it was data doing this? Was the usage they showed higher than what was included in your goodybag?

Alternatively this credit may have been used by premium rate calls or texts, if you have not made any of those yourself, not are aware of receiving any premium text service, then the next thing to check would be your installed apps, as many will ask for permission to access your phone/contacts/messaging so if you was to have a scam app installed (normally a game you have downloaded) it may send premium texts in the background or make premium rate calls, both of these would go to a number owned by the scammers, and hence is a easy way of them stealing your money.

Please check what apps you have installed recently.

dawnrosie

i havent installed any new apps

dawnrosie

they have said they cannot refund anymore than the one lot of £10

eddiehk6

dawnrosie

Did you look at your usage statement

Look at the right hand side under ‘Credit usage’ for a breakdown over the past month.

Please quote the charges for each category:

Data
Minutes
Texts
International
Roaming
Premium Rate

mrsgrowler

A few things @dawnrosie

dawnrosie they have said they cannot refund anymore than the one lot of £10

If you have Auto Top Up enabled and you have used the money added then these are legitimate charges. However as there is supposed to be a maximum number of times that it can kick in per month which is 3 and you appear to had 4 then the refund could well be because it should not have happened.

And so if this new charge here

dawnrosie this is a joke Ive been charged again this morning!!!!
12/09/2019 CARD PAYMENT TO giffgaff,10.00 GBP, RATE 1.00/GBP ON 10-09-2019 £10.00

has also happened due to Auto Top Up still being enabled then it is working incorrectly and you need to raise this with the Agent.

As an aside when you say

dawnrosie phone says I have used 2.29gb from 27th aug - 26th sept

it would be better if you re-set your phone’s statistics each time you start a new goodybag so that you will be able to see your usage over the same time period covered by your bag.
You may even be able to set an alert that tells you when you are getting near your limit and so stop using data.

Sorry I can’t be more help but do contact the Agent over the number of times Auto Top Up has added money as this should not be happening and so is actually a separate issue from your original query.

dawnrosie

they still insist the data usage was legit

freezing77

dawnrosie they still insist the data usage was legit

What does your phone say about mobile data used, on android under settings/network /mobile data or similar.

dawnrosie

and this

dawnrosie

phone says I have used 2.29gb from 27th aug - 26th sept

eddiehk6

dawnrosie

I understand this is frustrating, however most of what you have posted appears to have explained what has happened in this case.

From your payment history and usage statement, this is a possible explanation:

Your goodybag started on the 11th August, which comes with a 2GB data allowance
You then proceeded to use all this data allowance.
Once you used all your goodybag data, you were charged for further data at 5p per MB, which is very expensive. £10 is equivalent to only 200MB (0.2GB) at these pay as you go rates.
Your "auto topup" kicked in on the 4th, 7th, 9th and 10th September as you continued to use data

dawnrosie phone says I have used 2.29gb from 27th aug - 26th sept

Go back to your phone's data monitor.

Crucially, can you please post how much data your phone used between 11th August to the 10th September?

Which apps have used the most data during this time?

To prevent this happening again:

Turn auto topup OFF: https://giffgaff.com/profile/payment-details#autosettings
Consider using a larger value goodybag with more data
Configure your phone's data monitor with a data limit which is just underneath your allowance, aligned with your goodybag renewal cycle e.g. 1.95GB for a 2GB allowance, set to measure from the 11th of each month
If you ever get below 100MB remaining on your goodybag data allowance, start your next goodybag early from your dashboard
Manage your phone's data usage more carefully:
- From your phone's data monitor, check which apps are using the most data. Configure these apps to update over WiFi only, or uninstall them if you don't need them.
- If you have an Android device, set the Play Store to update apps over WiFi only.
- Keep your phone's mobile data off, only turn it on as and when you need it. Stick to WiFi where possible

dawnrosie

really fed up, its messed me right up, im 63 and on low income so left me really short of money this week to pay bills so will get charged by my bank and now frightened to use my phone!

dawnrosie

this is a joke Ive been charged again this morning!!!!
12/09/2019 CARD PAYMENT TO giffgaff,10.00 GBP, RATE 1.00/GBP ON 10-09-2019 £10.00

i_am_sy

dawnrosie

You have legitimately used more data that you are entitled to as part of your goodybag, they won't charge anymore as you have switched off auto topup from your giffgaff daahboard this does however .mean if you run out of data, your internet will just stop working rather than it working but charging you.

For next month I would purchase a larger goodybag that includes more data, if you where to use the £10 rather than £8 goodybag you would have 3x the data available (6GB) which would be plenty based on your usage. You currently have 30 days left, so I'd try to keep an eye on your data and make sure your 2GB lasts the month.

The £10 payment you mentioned is dated the 10th so that was the last auto-topup before you contacted an agent, that was before, you won't get any more of those now.

defraybo

dawnrosie
Do you have home broadband or is your phone your only connection you are able to use for the Internet..