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Balance suddenly on £0.00

Started by: dazmatthews
On: 10/03/2018 | 20:48
Replies: 7
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by: dazmatthews
on: 10/03/2018 | 20:48

Hi why as my balance been reset to £0.00 and will I get all my credit back?! 

Message 1 of 8
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by: amir667
on: 10/03/2018 | 20:50
Hi @dazmatthews

Is the mobile data enabled? As this can be associated with background data - Apps running in the background can sometimes make use of the mobile data. It is best to switch off the data option under the phone settings when the mobile data is not in use.

if you feel this is incorrect contact a agent as they deal with any account/billing related issues. To contact a giffgaff agent please follow this https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba... link.

Please note as giffgaff agents get a great deal of queries it can take up to 24 hours to get a reply, but usually you get a response in a couple of hours.

You can find when a giffgaff agent has replied in the "Messages From Agents" box that can be found on your "My Giffgaff" page or you can access the page here https://giffgaff.com/support/questions
Click here to get your free giffgaff sim with £5 free credit
Message 2 of 8
by: amir667
on: 10/03/2018 | 20:50
Hi @dazmatthews

Is the mobile data enabled? As this can be associated with background data - Apps running in the background can sometimes make use of the mobile data. It is best to switch off the data option under the phone settings when the mobile data is not in use.

if you feel this is incorrect contact a agent as they deal with any account/billing related issues. To contact a giffgaff agent please follow this https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba... link.

Please note as giffgaff agents get a great deal of queries it can take up to 24 hours to get a reply, but usually you get a response in a couple of hours.

You can find when a giffgaff agent has replied in the "Messages From Agents" box that can be found on your "My Giffgaff" page or you can access the page here https://giffgaff.com/support/questions
Click here to get your free giffgaff sim with £5 free credit
Message 2 of 8
by: zjeb6666
on: 10/03/2018 | 20:52
Most often it's because mobile data was on.
Message 3 of 8
by: batesamelia
on: 10/03/2018 | 20:53

Hi @dazmatthews

 

If you ever find that you have been charged unexpectedly (or for something that should have been free), first check your last 30 days usage (calls, texts and data), which you can do by either: 

- checking http://www.giffgaff.com/profile/usage-statement 
- texting the word PLAN to 43430 (text is free) 

If that does appear to explain the charges, then you can contact an Agent at https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba... 

They will be able to explain why the charges have been made and/or organise a refund where appropriate. 

Agent replies can take up to 24 hours, however, they're usually much quicker than that. You'll find any Agent replies at https://giffgaff.com/support/questions (you should also get an e-mail when a message is received there).

 

Thanks

Message 4 of 8
by: usmahn123
on: 10/03/2018 | 21:18
did you have your mobile data turned on?
you can ask a agent to look into it for you and they can tell you where it has gone. they can take 24 hours to reply

https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba...
Message 5 of 8
by: jonnytrott
on: 10/03/2018 | 21:38

@dazmatthews

 

Contact an agent to report the deduction. Who'll investigate it
(check the time the goodybag was started and the times credit was deducted for data and will refund all the lost credit If you're entitled to it

Log in /click here to contact an agent 

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

In the box provided explain to the agent that you've checked that your goodybag was live online and on your phone but airtime credit was deducted for data usage, 
The community have explained that I need to switch my phone off and on to kick start the data in my goodybag which I will do on future occasions 

Replies are found here
Http://www.giffgaff.com/support/questions
(average response time is 5 or 6 hours)

 

Thanks

Message 6 of 8
by: 2cats
on: 10/03/2018 | 21:48

Hi @dazmatthews

If it is an iPhone, you'll want to turn off "WiFi Assist",

as that will get the phone to use your mobile data if the WiFi signal is weak.

Make sure that you know which Apps have background data usage,

and turn it off, if the App really doesn't need it.

Great giffgaff international rates (from Airtime Credit) when dialling from the UK
Goody & Gigabags are now valid in the EU!  Free Facebook & Twitter SMS updates with this link: Get a free giffgaff SIM with £5 credit from here

Message 7 of 8
by: kaymaureen
on: 10/03/2018 | 21:52

@dazmatthews

 

If you ever find that you have been charged unexpectedly (or for something that should have been free), first check your last 30 days usage (calls, texts and data), which you can do by either: 

- checking http://www.giffgaff.com/profile/usage-statement 
- texting the word PLAN to 43430 (text is free) 

If that does appear to explain the charges, then you can contact an Agent at https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba... 

They will be able to explain why the charges have been made and/or organise a refund where appropriate. 

Agent replies can take up to 24 hours, however, they're usually much quicker than that. You'll find any Agent replies at https://giffgaff.com/support/questions (you should also get an e-mail when a message is received there).

 

Thanks

Message 8 of 8