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Charged 3 times for seemingly nothing

Started by: lewisbain
On: 14/08/2019 | 21:58
Replies: 4
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by: lewisbain
on: 14/08/2019 | 21:58

Hi. I have a goodybag with unlimited texts and calls within the EU and have plenty of data left and yet I have been auto topped up £30 in the last hour. I was hoping to find out why this has happened and if I can recover the money. Thank you for helpingScreenshot_20190814-223150.jpg

Io

Message 1 of 5
by: gedbell
on: 15/08/2019 | 01:05
Contact an agent and they will be able to look into this for you. It maybe that you added a new card and the recurring settings were reset.
Message 2 of 5
by: lmort57
on: 15/08/2019 | 01:19 edited: 15/08/2019 | 01:23

@lewisbainwrote:

Hi. I have a goodybag with unlimited texts and calls within the EU and have plenty of data left and yet I have been auto topped up £30 in the last hour. I was hoping to find out why this has happened and if I can recover the money. Thank you for helping

Io

Hi there @lewisbain 

 

It looks like you maybe getting charged for Data whilst Roaming abroad or within the EU from Airtime Credit Balance, could you please check that Roaming is Active and turned ON within your Giffgaff Account at https://giffgaff.com/profile/details#rlah

 

Note that there are certain conditions to Roaming within the EU as I have detailed below, maybe you are no longer eligable if you don't meet certain criteria.

 

Please note especially the parts I have marked in RED, these are the most important aspects to know and check before using your phone when you're Abroad and often where people fall foul of the workings.

 

GiffGaff Goodybags, include data, minutes and texts whilst in all the countries in the EU and selected destinations as long as your SIM has been active and used in recent Months within the UK for a period of time prior to being used in EU countries. So you can do all the things you would at home, but without any extra costs.  To make things a little easier all members are given a 14 day grace period during which they are able to Roam Like At Home. However, if no prior UK usage is detected we will send the member an SMS asking them to submit proof of UK residency in order to remain eligible Please note a member can only view their roaming status on their Account Dashboard Profile https://giffgaff.com/profile/details#rlah but can't actually Enable/Disable their roaming whilst in the EU. In order to enable roaming this must be done via our agents!

 

Remember you only get 63 days maximum usage on Goodybags roaming within any 4-month period. 

 

There is another scenario where you maybe charged for Data whilst Aboard and that's if your near Borders to other Countries which are not within the EU and your phone is Roaming onto those Networks!   See here https://community.giffgaff.com/t5/Using-giffgaff/Key-info-for-roaming-in-the-EU-and-selected-destina...  and read the part ACCIDENTAL ROAMING in which case you will also be charged for Data from Airtime Credit Balance.

 

Make sure you have a live Goodybag or Airtime credit allowance on your Account via here - https://giffgaff.com/dashboard

 

Check this guide to using giffgaff overseas - http://community.giffgaff.com/t5/Using-giffgaff/Using-your-mobile-abroad/ta-p/3522931

 

If you are travelling outside the EU and selected destinations? Add credit to your account to keep using data, minutes and texts.

If my Answer has helped you please Kudos and please Mark as Best Answer to help others!
Message 3 of 5
by: johnrooney80
on: 15/08/2019 | 01:58
@lewisbain Immediately deselect auto-topup here http://giffgaff.com/profile/payment-details Auto topup adds 10 quid 3x when balance falls below 3 pounds. Ss indicated bu the last txt on screendshot An agent may refund if in error-ill edit this with link, or post additional info.
Message 4 of 5
Highlighted
by: johnrooney80
on: 15/08/2019 | 02:06
Heres agent link as promised @lewisbain ⏬⏬⏬⬇⬇⏬⏬⏬ https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Setting-up-or-changing-recurring... Reply will be below within 24hrs 🔁 http://giffgaff.com/support/questions Lettuz know if get on ok. Or u need more help. 🆒🙋
Message 5 of 5