As you might know, a data billing issue came to light in 2018. You can read more about how that issue happened and what some members experienced in my thread here.
We’ve been taking a closer look at our systems as a result, and how they work in similar situations. As part of this, we’ve discovered an instance relating to voice calls that we are addressing.
Most members buy their goodybag while they’re not on a voice call. However, if a member makes a voice call, and then buys a goodybag to use while on that call, there are some scenarios that mean that the call will not start to be charged from the goodybag that they’ve just bought. This applies most often to members who are calling from airtime credit, but there are some situations where bringing a goodybag forward while on a call might charge from credit for a short time.
We’re going to make it much clearer that ongoing calls may not be charged from the goodybag without hanging up and redialling. You may already have had an email from us detailing this change to the Terms and Conditions, as we’re sending those out to every member from today onward.
As our terms didn’t reflect that situation correctly, we’re going to be providing a refund to members we have identified who were charged for a voice call in this way. There are two groups for this - if you were charged in this way from the beginning of 2018 to today’s terms change, we can detect how much you were charged from credit rather than a goodybag, and will be refunding that to you.
We’ll be sending you an email from next week if you’re part of this group. (Update Feb 22nd - these emails are now being sent.)
Secondly, as part of keeping your data secure, we only hold call records for a certain period of time, so for members who may have been charged prior to 2018, we need to do something different. We’ll share further details in relation to this as soon as we are able.
In the meantime, if you have any questions, let us know and myself and the team will be here to answer as much as we can.
Thank you for the information / explanation , it's great to hear that the issue has been discovered and that appropriate actions are taking place , another instance where giffgaff is open and does the right thing , well done to all involved in resolving the problem.
Happy giffgaffing everyone
Thanks for the explanation @dc_caton78 and it's good to hear giffgaff are being pro active, but I don't get members who'd buy a goodybag during a call but I get the call is obviously too important to hang up, however buying a goodybag with more minutes before the call is surely the member's priority if the call is so important, but at least the members won't lose out financially.