Knowledge Base

Payment confusion

Started by: emmanuelray
On: 01/11/2015 | 22:58
Replies: 6

by: emmanuelray
on: 01/11/2015 | 22:58

Hi, I paid for a £20 goodybag starting today for unlimited package with unlimited internet. But I accidentally also clicked £20 airtime credit so have been charged £40 now.


I have messaged the support team and asked them to refund the extra £20 into my debit card. But I wonder if I have to do something myself online?


I find all this studd quite confusing to be honest. Does anybody have any advice?

Message 1 of 7
by: mk96
on: 01/11/2015 | 23:00

As long as you have contacted the support team and they have understood your query, there is nothing more that you are required to do other than wait.

Hope this helped!
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Message 2 of 7
by: linda230665
on: 01/11/2015 | 23:02
If you've asked for a refund of the twenty airtine, wait for reply from agent and don't use any of it
Check for replies here
Replies take up to 24hrs
Message 3 of 7
by: tonilouxx
on: 01/11/2015 | 23:03

Hi @emmanuelray


I understand how you feel I have done this before myself, once the support team pick this query up, they will sort it for you, it is easily done and it happens to many people.


Hope this helps Smiley Happy 


Toni x

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Message 4 of 7
by: naf3
on: 01/11/2015 | 23:04

So long as you contacted an agent asking for a refund, an agent will reply back to you within 24 hours. See here for agent messages and replies:

Airtime credit will stay on your account until it is used up. It is at the agent's discretion if he or she wishes to refund you or not.
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Message 5 of 7
by: smiler667
on: 01/11/2015 | 23:08
Hello @emmanuelray & welcome to the giffgaff Community

Any account/payment issues and refunds need to be raised with a giffgaff agent to investigate. To contact an agent follow the link below , please note agents may take up to 24 hrs to reply to any queries.

giffgaff agent replies can be found in the “Messages From Agents” box on your “My Giffgaff” page or you can access it directly by following this link
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Message 6 of 7
by: emmanuelray
on: 01/11/2015 | 23:25
Thank you all for your replies. Yes I have submitted s query to the agent.
Message 7 of 7