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Balance/airtime credit lost

Started by: hope_lt
On: 05/04/2017 | 23:57
Replies: 6
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by: hope_lt
on: 05/04/2017 | 23:57

I advanced to recure my good bag this evening. Then the balance of 8.74GBP has been lost. I didn't have any operation than using internet on the phone since the new monthly Good bag started. Thank you for helping!

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by: englishfitzpercy
on: 06/04/2017 | 05:02
@hope_lt

There isn't a reason why the airtime balance has been used if the goodybag was active, so get in touch with an agent and they can find this out for you.

Contact an agent here https://giffgaff.com/support/ask/incorrect_balance

You could also check where the balance has been used here https://giffgaff.com/profile/usage-statement
Remember, selecting a best answer, helps others in the future as well Smiley Wink

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Message 6 of 7
by: srilaks
on: 06/04/2017 | 00:19
Goodybag started early or not??? Did you confirmed it???
Please check the regular balance
*100#
and
goodybag balance dial this code
*100*7#
You can understand whether you really started a new goodybag early or not.

Still need help please ask an agent!!
https://giffgaff.com/support/ask
Message 2 of 7
by: hope_lt
on: 06/04/2017 | 00:29
I confirm that the new Goodbag started. Before using Internet, I have double checked, in the dashboard it stated "active"
Message 3 of 7
by: srilaks
on: 06/04/2017 | 00:33 edited: 06/04/2017 | 00:34

@hope_lt

 

So from *100*7# shows a month of availabilty almost?

Message 4 of 7
by: beataidzik
on: 06/04/2017 | 02:44 edited: 06/04/2017 | 02:49
Hello @hope_lt
sorry to see you are having this problem.
 
Giffgaff had been doing adjustments & updating etc 
Everything should be now working normally.
 
Pls check the status of your account
 
 FIrst check you're payment history
HERE :
 
To find out if your goodybag is active
 
By going to dashboard
[My Account]
HERE :
 If some reason  you could not buy a goodybag it possible the remainig balance was used up while your phone was using the Internet. (without a goodybag in place.)
 
Pls inform agent if have further problems they will investigate and get back to you.
 Fill the form
HERE :
 
Thank you for Query and patience while resolving this matter.
 
 
 
 
Message 5 of 7
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by: englishfitzpercy
on: 06/04/2017 | 05:02
@hope_lt

There isn't a reason why the airtime balance has been used if the goodybag was active, so get in touch with an agent and they can find this out for you.

Contact an agent here https://giffgaff.com/support/ask/incorrect_balance

You could also check where the balance has been used here https://giffgaff.com/profile/usage-statement
Remember, selecting a best answer, helps others in the future as well Smiley Wink

Get a free giffgaff Sim
Message 6 of 7
by: nidashaikh
on: 06/04/2017 | 05:27
Hey there,

It could be that before your goodybag went live the credit was deducted however, as you say it didn't then would suggest you to check the usage details here: http://www.giffgaff.com/profile/usage-statement
If, the recent usage details doesn't shows then you can contact the agent here: https://giffgaff.com/support/ask/incorrect_balance and explain that goodybag was active and still credit deducted. They'll check and help you with the usage details for which credit deducted. However, if incorrectly deducted due to any issue then they'll add it back.

Cheers!
Message 7 of 7