anna1399 Hi there. Sorry to hear that the goodybag you bought is still processing and not working. Have you tried switching your device off and back on again? Or... Logging out of your account, then log back in again? That might help your goodybag become active.
Failing that, you've done right in raising an agent case as they'll look into the issue for you. Agents are members of giffgaff staff who deal with account and payment issues.
You can view agent replies on your account dashboard, under the Messages section. That's right... Agents aim to reply to questions within 24 hours.