What sometimes happens is that the notification that we have send a response is simply not coming through/disappears in the junkmail.
So whenever someone says they have not had a response after 24 hours, we advise to please check your giffgaff mailbox for responses from our agents.
We have a 24 hours turnaround policy and rarely does it happen that someone does not get a response from us. Although with the issues we are currently experiencing the agents are working like mad to get back to everyone, so it could be a little longer.
The responses from our agents can be found here: http://support.giffgaff.com/app/account/questions/list
Should nothing come up, please go to 'My giffgaff' first, to make sure you are logged in to the site.
Then try the link again.
You should always see the query you raised to an agent there, and of course all replies can be found there as well.