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Phone bill problem

Started by: 1048897
On: 21/01/2019 | 11:49
Replies: 3
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by: 1048897
on: 21/01/2019 | 11:49

Hi,

I've sent a email several days ago about the telephone bill problem, but it seems that you haven't responded to my email.
My goodybag account is 1048897. I've bought a monthly goodybag package of 7.5£, which says it contains 250mins' call time. But the fact is that every time i made a phone call, the money is actually deducted from my balance. My rest call time is still 250mins, but my balance is 0 now. So I really expect that you could give me a prompt reply of how to deal with this problem. Thanks again!

Message 1 of 4
by: danhamman
on: 21/01/2019 | 11:50

@1048897 wrote:

Hi,

I've sent a email several days ago about the telephone bill problem, but it seems that you haven't responded to my email.
My goodybag account is 1048897. I've bought a monthly goodybag package of 7.5£, which says it contains 250mins' call time. But the fact is that every time i made a phone call, the money is actually deducted from my balance. My rest call time is still 250mins, but my balance is 0 now. So I really expect that you could give me a prompt reply of how to deal with this problem. Thanks again!

Are you calling standard UK mobiles/landlines?

 

Are you based in the UK yourself?

.:.
Message 2 of 4
Highlighted
by: jaymailsays
on: 21/01/2019 | 12:29

@1048897 Can you post the first 6 numbers you are being charged?

 

 

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Message 3 of 4
by: johna002
on: 21/01/2019 | 12:32

@1048897

 

Hi there - what numbers are you trying to call as not all numbers are included in a goody bag. See below for numbers NOT included.....

 

https://community.giffgaff.com/t5/Learning-and-giffgaffer-articles/Inclusive-and-non-inclusive-calls...

 

Calls and texts to the following prefixes are NOT included in goodybags:

  • Calls and texts to Jersey, Guernsey and Isle of Man landline numbers (see Prefix listings section)
  • Calls and texts to Jersey, Guernsey and Isle of Man mobile numbers 
  • Calls and texts to non-landline 01 and 02 numbers
  • Calls and texts to non-mobile 07 numbers.

Calls and texts to the following premium prefixes are NOT included in goodybags:

  • Corporate numbers starting 055
  • VoIP numbers starting 056
  • Personal numbers starting 070
  • Pager numbers starting 076
  • The Access Charge element for calls to numbers starting 084, 087, 090, 091, 098, 118
  • The Service Charge element for calls to numbers starting 084, 087, 090, 091, 098, 118.

The following services are NOT included in goodybags:

  • Speaking clock on 123
  • Calls to mobile shortcodes (however, a small number of these numbers are "free-to-caller")
  • Sending text messages to mobile shortcodes (however, a small number of these numbers are "free-to-sender").
  • Receiving premium text messages from mobile shortcodes
  • MMS (picture messaging)
  • Video calls
  • Calls and texts to non-UK numbers
  • Roaming charges while in Jersey, Guernsey and Isle of Man
  • Roaming charges while abroad. *

 

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Message 4 of 4