Hi @_kara_ , Any chance of a further update on this? Members are reporting that giffgaff are not properly investigating these cases and are not being provided with the proof required to make the charges lawful.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the burden of proof rests with the service provider and not with consumer. giffgaff should not be passing unlawful charges on to their members.
So far I have seen no evidence of any "investigation" in to the cause of this cluster of complaints. I am aware of a significant number of complaints, both on this forum and through the payforitsucks website. None of these complainants has been provided with proof of consent to charge.
Without going into detail of any specific cases, can you tell us what you mean when you say you have done "some investigations"? In particular, were giffgaff provided with proof that the charges were lawful? If so, why was this information not provided to the complainants?
The good news is that complaints about this "service" now seem to have abated. suggesting that whatever this company was doing has now ceased. However, giffgaff ought to investigate, as members have been left out of pocket, and the mechanism used to produce these fraudulent charges remains unknown, and could be used again.