Top up & goody bag problem

adamtaylor_92

Hi my daughter topped up £20 today by voucher she did not realise that she had to purchase the £20 goody bag as normal as she is only 14 years old. All of her credit has now been used within a few hours of topping up £20 on her phone because the goody bag she always purchases did not go on her phone. please can some one solve this problem as my daughter has spoke to one of the customer from giffgaff and was basically told there's nothing they can do about it surely this can be understood all she wants is her £20 Goody bag

natty88

adamtaylor_92 you could login to daughters account and inquire with agents who may be able to help out fully explain your daughter thought had purchased a goodybag but got text saying balance was zero

Agents as it's account related

please inquire with agents here

https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Credit-debit-card-or-PayPal-overcharging/form/

allow up to a maximum of 24hrs for replies although usual time frame is 3to5 hrs

replies will show here when logged into your account

https://giffgaff.com/support/questions

Agents start work at 8am until 11pm daily

pds01144

adamtaylor_92 While she is waiting for giffgaff to consider her request for a refund turn cellular data off to be sure any credit received is not inadvertently used again.

Then have her Dial *100# at noon and at 30 minute intervals (or until she receives a text alert indicating a refund) to see if the refund has been applied.
Once it has, immediately call 43430, press option 2 and follow the directions to buy a goodybag with airtime credit.

In future always go directly to Buy goodybag, then use any voucher, or credit card, to directly pay for the goodybag.

bvbc

adamtaylor_92 Sounds like you have been used your credit instead of buying goodybag from credit.
You can now contact agent for further help and information https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Credit-debit-card-or-PayPal-overcharging/form/

_kara_

Hi folks, can anyone help out here at all please?

rockinminstrel

This has happened to me too and again an hour ago. I selected the Goodybag option when I tried to renew it but it was taken as a top up for credit. So then when I try to change bit to my goodybag the site refuses me access. Last time this happened it took giffgaff over two weeks to sort it out to my satisfaction. Poor customer service and access to help.

kevinjamesbell

That has happened to me twice and to others I have introduced to giffgaff over several years.
giffgaff will reply with instructions and then blank you. FACT. I wonder how much cash giffgaff have ripped people off for over the years due to this ?
It's a disgrace.