Deducting from my credit

sammitrev

Why when I've got a goodybag with unlimited texts and calls money is being deducted from my credit when I'm texting? I'm not happy about this. I will he swapping to another network

freezing77

sammitrev are you sending MMS as opposed to SMS? If so these are chargeable.
MMS = picture messages/ emojis/more than 160 characters.
https://twigby.zendesk.com/hc/en-us/articles/115010624828-What-s-the-difference-between-SMS-and-MMS-

netfax

sammitrev Maybe you are trying to send an MMS, rather than an SMS text?

Not all calls and texts are covered in your goodybag allowance. 01, 02, 03 UK landlines and standard 07 UK mobiles are, everything else requires credit. Here's a link to top-up, if required http://www.giffgaff.com/buy.

More information about allowances included/excluded from goodybags can be viewed through this link https://giffgaff.com/help/articles/inclusive-and-non-inclusive-calls-texts-and-services. Thanks.

netfax

sammitrev Oh, I see. If you think that you've been charged incorrectly, please raise a case with an agent and they'll look into it for you.

Agents aim to answer all enquiries within 24 hours. Agent replies can be read and responded to from your Dashboard. Thanks.

netfax

sammitrev Furthermore, I would recommend that you turn your phone off and back on again, as that should make your goodybag work properly. Hope this helps you. Thanks.

sammitrev

freezing77 thanks for your reply. No, definitely SMS texts

sammitrev

netfax thanks for your reply. But definitely SMS texts

sammitrev

netfax
Thankyou netfax