Knowledge Base

goodybag purchase fault

Started by: doreyniall
On: 26/02/2018 | 15:35
Replies: 3

by: doreyniall
on: 26/02/2018 | 15:35


Up to now I've been pretty happy with giffgaff, but this morning  I dont know what went wrong...I was flying from Bristol to Glasgow at 11;30, my £20 ggodybag said it expired on the 25th (yesterday) so I got a 20 voucher so i could top up as I needed to call and make some arrangements for my journey. I topped up the phone this morning with 20, turned the mobile data off (although i was still connected to wifi in the house i was staying) and tried to buy a 20 goodybag. It kept saying it could not be processed. I tried to set it to recur, it wouldnt. I think it was because the last goodybag was still active? or there was a network problem? Anyway, long story short - I had to make a call and go online to check in and send some messages, and ended up using some of the phone credit. I needed to make more calls later, so I was forced to buy an 18 goodybag, which just isnt enough for me as I use my phone as a hotspot quite often. So, anyway, Im a bit angry, as this means my monthly usage is all messed up, and I will probably have to top up again in a week or so Smiley Sad  Is there anything that can be done? Are giffgaff able to refund me the (very small) amount of credit i used before i could buy the goodybag, and convert the 18 to a 20 gbag for me? PLease Help!

Message 1 of 4
by: figment_uk
on: 26/02/2018 | 15:38

Raise a support ticket to ask:

Reply here (allow 24 hours):


Prevent this happening in future when using a voucher.  Redeem it by dialling 43430, opt 2.  Select the goodybag you want and pay by redeeming the voucher.

I do not work for giffgaff, so cannot check anything on your account. This is a public community - please do not post any personal info.

Message 2 of 4
by: lynda1962
on: 26/02/2018 | 15:38

@doreyniall, hi there,  contact an agent and explain what happened they may use their discretion and refund you the small amount so you can buy your goodybag 👇
Agents can take upto 24 hours to reply but are normally quite quick.

Message 3 of 4
by: giffin
on: 26/02/2018 | 15:39

Hi sorry to hear about this, I'd suggest you contact an agent. It's up to them what to do but teh situation you describe sounds fixable.

Message 4 of 4