clair77805 Hi there. Could you please check your purchase order history to see if you’ve bought a £ 10 credit top-up or a £ 10 goodybag plan? If you’ve bought a £ 10 credit top-up in error, instead of buying a 1 month goodybag plan, you’d be subject to giffgaff’s PAYG top-up rates, which are 25p per minute for standard UK calls, 10p per UK text and 5p per MB for mobile internet (data).
Your top-up credit balance might have been used by Apps running in the background or updating using giffgaff’s mobile data services (at 5p per MB), on top of your known usage. Please take a look at your Recent Usage Statement as this should show how your credit has been used. Please note that the information displayed is up-to-date as of the end of the day before yesterday. Any transactions/usage made yesterday will show on this page from 8am tomorrow and today’s usage will appear from 8am the day after tomorrow. If you need more details (or records going back further in time), please raise an agent case HERE to request this information. Agents (giffgaff staff) aim to reply within 24 hours (maximum). You can view agent replies through your account dashboard’s messages section.
If your credit has been used by mobile data, please make sure that within your Apps Store settings, you select the option for Apps to update via Wi-Fi only as this will avoid Apps updating via mobile data. Also, Apps running in the background can also use mobile data without you being aware of it, so if you don’t want this to happen, please switch off mobile data when you don’t need it.
USING AN iPHONE OR A PHONE WITH A ‘WI-FI ASSIST’ FEATURE? Please turn off the Wi-Fi Assist feature, as this uses a Wi-Fi/Mobile Data combination to increase data speeds, even if mobile data is turned off. Please see the official Apple instructions for full details on how to turn Wi-Fi Assist off.
Credit gone and made a mistake with your purchase (bought a £ 10 credit top-up instead of a £ 10 goodybag plan)? Please let a giffgaff agent know HERE, stating what’s happened in the text box provided and request a refund. Agents aim to reply to questions within 24 hours.
You can view agent replies on your account dashboard, under the Messages section.
In the meantime, please take a look at the article below to view more information about the differences between goodybag plans and credit top-ups (including purchase links):
Article: Difference between goodybags and credit
In a nutshell…
- Goodybags are 1 month SIM Only Plans containing standard UK minutes, texts and data allowances. When your goodybag expires, any remaining allowance is lost and nothing is rolled-over onto your next goodybag.
- Credit top-ups (PAYG) don’t expire and remain available until used (assuming that your SIM remains active on the network and used at least once in any 6 month period to avoid disconnection). You’d be charged standard UK rates when using PAYG credit top-ups. Credit is also good for things that aren’t included in goodybag plans, for example… MMS/Picture Messages, International Calls, Calls and Texts to Non-standard numbers or 5 digit shortcodes.
Hope this helps. Many thanks.