Knowledge Base

Payment took twice

Started by: kimcairnes12
On: 16/05/2019 | 00:11
Replies: 6

by: kimcairnes12
on: 16/05/2019 | 00:11

My payment went through twice it was only meant to put £20 on but it’s got £40 how do I get that £20 back 

Message 1 of 7
by: smiler121786
on: 16/05/2019 | 00:12


My payment went through twice it was only meant to put £20 on but it’s got £40 how do I get that £20 back 

If you have been overcharged by giffgaff don't worry if you get in touch with a giffgaff agent they will be able to investigate and process you a refund for the extra £20 transaction.
The giffgaff agent will try to get back to you as soon as possible. You should get a reply within a maximum of 24 hours.
Agent replies can be found on your "From agents " section located on your "My Giffgaff" page or you can access it directly using this link.
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Message 2 of 7
by: spacefrog
on: 16/05/2019 | 00:29


Would it be possible you have two accounts, to prove this you need to look in your order history in your account. 

Please click this link and scroll down to order history....

And look at what you have purchased in your account.

If there is only one £20 payment then the other must be the charge for another account, this could be a family member or possibly another sim that you activated in another account.

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Message 3 of 7
by: mazinodo
on: 16/05/2019 | 00:37
Contact an agent. They should be able to sort it out for you, it does seem to be quite a common occurrence.
If a post has solved your problem then do remember to mark as "best answer" Smiley Very Happy
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Message 4 of 7
by: timwilliams25
on: 16/05/2019 | 03:31



Sorry to hear about your problem.  If you were charged twice, then you need to contact a giffgaff agent.  These will have access to your account details and can process a refund, if at fault.  Use this link and explain your query clearly.  giffgaff agents are very good and will help resolve this.  Please note, they are not the people who are at fault, they are there to help, so please treat them with courtesy and respect, they are after, there to help you sort this out.


You may wish to check the order number for your credit added.  This can be found here - you can then give the order number to the agent to help speed things up.  Unfortunately any refund processed may take upto 7 days to return to the original payment source (depending on banks/card used).


By the way, if you use your credit for goodybags, you could always use the additional credit to buy another goodybag to queue for once a current goodybag ends.  Guide here, if that interests you

CLICK HERE to get a free £5 credit with this giffgaff Sim order. We all like something for free!
Message 6 of 7
by: antho16293
on: 16/05/2019 | 06:14
Hello and welcome
In regards to obtaining a refund you must ask an agent for some help
Message 7 of 7