Losing money

[#1]

Why is it that when on a goodie bag with plenty of minutes texts and data money seems to be missing from our balance this is the second time in so many weeks i dont use my phone much and its only friends and family that i phone yet i keep losing money.

[#2]

@akdn

Goodybags allow for calls and texts to standard UK landline (01, 02 or 03) and mobiles.  Any calls or texts to Non UK number would be charged, as would any premium rates calls.

Standard SMS texts are free but MMS (multi media texts) are charged at 16p per message (some older phones convert emoji into MMS - check yours).

Goodybags are for UK use mainly although can be used for short periods of time in the EU.

Other areas that could be taking your money is if you have been unknowlingly enrolled onto a premium rate text number service - these would take anything from £3 or more from your credit each time.

Hope this helps?

[#3]

Thanks for that i'll check my phone on the mms i only ever call my house or friends

[#4]

@akdn

@akdn wrote:

Thanks for that i'll check my phone on the mms i only ever call my house or friends

What phone do you have?

[#5]

hi @akdn

Some activities such as MMS, international calls and premium numbers are not included in your goodybag allowances, and are charged separately from your ‘credit’.

You can check your usage statement to see how your credit has been spent: https://giffgaff.com/profile/usage-statement

(Note that it lags up to 56 hours behind, so yesterday’s and today’s usage may not show yet)

Look at the right hand side under ‘Balance usage’ for a breakdown over the past month. What are the individual charges for each category?

If you feel you've been incorrectly charged, ask an agent: https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/goodybag-allowances-or-credit-ba...