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All my credit taken

Started by: shirl1966
On: 21/01/2019 | 18:43
Replies: 5
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by: shirl1966
on: 21/01/2019 | 18:43

Why is all my credit been taken  off my balance when I have active goody bag 

Message 1 of 6
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by: brighthulk
on: 21/01/2019 | 18:44
@shirl1966
If you find that you have been charged from your airtime credit please check your 30 days usage (calls, texts and data), which you can do online here http://www.giffgaff.com/profile/usage-statement

If that does appear to explain the charges contact the giffgaff agent & they will be able to explain why the charges have been made and/or organise a refund where appropriate.

To get in contact with a giffgaff agent please follow the link below to the agent form and fill in the text area or text box with the issue. Please provide as much detail as possible for the agent so, they can help you resolve the issue more quickly.

https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba...

The giffgaff agents usually answer within 4 hours for majority of cases however, can take up to 24 hours during busy periods. The giffgaff agents work 7 days a week from 8am to 11pm.

You will receive a email when a giffgaff agent has replied and the "Messages: From Agents" box is where you can find the agent replies located half way down the right hand side of your "My Giffgaff" page or you can access it direct by following this https://giffgaff.com/support/questions link.
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Message 2 of 6
Highlighted
by: brighthulk
on: 21/01/2019 | 18:44
@shirl1966
If you find that you have been charged from your airtime credit please check your 30 days usage (calls, texts and data), which you can do online here http://www.giffgaff.com/profile/usage-statement

If that does appear to explain the charges contact the giffgaff agent & they will be able to explain why the charges have been made and/or organise a refund where appropriate.

To get in contact with a giffgaff agent please follow the link below to the agent form and fill in the text area or text box with the issue. Please provide as much detail as possible for the agent so, they can help you resolve the issue more quickly.

https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba...

The giffgaff agents usually answer within 4 hours for majority of cases however, can take up to 24 hours during busy periods. The giffgaff agents work 7 days a week from 8am to 11pm.

You will receive a email when a giffgaff agent has replied and the "Messages: From Agents" box is where you can find the agent replies located half way down the right hand side of your "My Giffgaff" page or you can access it direct by following this https://giffgaff.com/support/questions link.
Get a free giffgaff Sim
Message 2 of 6
by: grayme45
on: 21/01/2019 | 19:15
Hi there, did you make any non inclusive calls, eg international or premium calls
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Message 3 of 6
by: jt_21
on: 21/01/2019 | 19:28

@shirl1966 wrote:

Why is all my credit been taken  off my balance when I have active goody bag 

@shirl1966 Providing no element of the goodybag has run out, your airtime is used for things a goodybag doesn't cover, please check the goodybag status first then you will be able to check (in 48hrs time) your usage statement 

https://community.giffgaff.com/t5/Using-giffgaff/Guide-to-the-Usage-Statement/ta-p/17600519

 

Message 4 of 6
by: shirl1966
on: 22/01/2019 | 17:20
No none at all I’m not happy this is the second time in 3 week it’s taken all my credit !!
Message 5 of 6
by: sloz
on: 22/01/2019 | 18:42
@shirl1966
Hi, are you currently in the UK or abroad?
Call 43430 and press option 2
Do you hear that you have a live goodybag with minutes and data remaining?

Have you received a text from a 5 digit number or from a word or words indicating you've subscribed to a premium service?
Or
Have you received a text from 30090007 (or similar 8 digit number)
Confirming a payment from payforit?

On your usage statement page
Http://giffgaff.com/profile/usage-statement
Look at the balance usage
(where it says data, minutes, texts, international, roaming, premium rate)

Could you post the charge against each item
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Message 6 of 6