davet67078 This phone number is my sons, so I set it up for him has he has no broadband at home, only his phone, he bought a £20 voucher, but even though it shows on payments, I tried to convert the credit to a goody bag, and all that has happened is I seem to have bought a £20 goody bag on my visa card, which i did not want to do, this means we have paid £40 for a goody bag, so i am not very impressed with giffgaff as all we want to do is buy goody bags not credit which is no good to us at all.
To buy a goodybag with the credit on the account, use your son's phone and follow these steps. Firstly, make sure that the mobile internet data is turned off, to avoid background apps using data taking some credit.
1) Dial the top-up line 43430 (free call) and press 2 to buy a goodybag.
2) Listen to the voice announcement giving all the account balances. If the airtime credit isn't the full £20 , see below.
3) Choose the £20 goodybag.
4) At the payment stage, select the Pay with balance option.
That's it! It's now safe to turn the mobile data back on.
If there isn't the full £20 airtime credit, this is probably because background apps used some data, which took some credit. If you don't have an active goodybag, you need to keep your data turned off. In fact, it's a good idea to keep your data always turned off except when you actually need to use it. Otherwise, the data will take your credit at 5p per megabyte, so £20 (500MB) could be gone in minutes!
You can check what your airtime credit has been spent on by looking at your Usage statement here:
Note that this can be a couple of days behind, so you may need to wait a day or two to see your latest usage.
Contact an agent, and explain what's happened. Although the official policy is No refunds, agents are authorised to make goodwill payments, and usually look kindly on people in your position, especially if they are new to giffgaff, and unfamiliar with how it all works. Use the form here:
Agents can take up to 24 hours to reply, but are usually a lot quicker. You will find their reply in the Messages from agents section at the bottom of your Dashboard page, see here:
For future reference, if you want to buy a goodybag, it's always better to buy it directly, rather than topping up and then using the credit to buy the goodybag - too many things can go wrong. You can buy a goodybag using a voucher by calling the top-up line 43430 (free call), pressing 2 to buy a goodybag, choosing the goodybag you want (up to the value of the voucher), then selecting Voucher at the payment stage and entering the 16 digit voucher number.
Good luck, and stay well!