Goodybags are on your giffgaff account, not on a particular sim or on a particular handset.
The problem is likely to be that you set up a second account when you activated the sim that came with your phone, and therefore your goodybag and the phone are on different accounts.
I could give you a long description of how to solve that yourself, but it involves several steps. Possibly an agent will be able to fix it easier if you don't mind waiting a day or two.
To try the agent route:
However, if you can't find your other membername or the agent says they cannot refund unless you return the phone, post again and I'll give you more instructions.
If you logged in