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Started by: paula1986
On: 18/09/2013 | 16:58
Replies: 5

by: paula1986
on: 18/09/2013 | 16:58
Hi ive had 20 pounf taken out my bank for a top up. I dont even have giffgaff anymore and ive signed into my old account and its got on that the auto top up is disabled! so how do I stop it and recall the money? Thanks paula x
Message 1 of 6
by: dugblare
on: 18/09/2013 | 17:00

Contact an agent for this account matter


Remember agents can take up to 24 hours to respond but in most cases take much less.

The average time at the moment is about 4 hours

Message 2 of 6
by: foodie_girl
on: 18/09/2013 | 17:01

Check the Payment history on your account:


Is the mystery top-up listed here? If not, could it have gone to a different account?


Did you have a recurring goodybag? Check in your Payment details tab:

Get a free giffgaff Sim
Message 3 of 6
by: dalan
on: 18/09/2013 | 17:01

How to close an account.

Log in to your account, goto payment details and delete all payment card details.
If you want, you can report your sim lost and then don't reactivate it, your account will remain as though its not active with no number showing
After 6 months your account will be closed automatically due to inactivity.

Or port your number away from gg to your new network. Once your number is ported away, your account is closed.

Pac code

If you want to obtain a PAC to leave giffgaff and take your number with you, either ring 43431 or just click
and you should receive your code via SMS within 2 working hours the PAC will also be shown
on your My Giffgaff page under your phone number

A pac code is only valid for 30 days, so if you don't transfer your number in that time, you will have to ask for another one.

Your giffgaff account will be closed as soon as you port your number to your new network provider.

Then rsise a case with the agents and explain whats happened to them.

All account issues can only be sorted by the agents, as we have no access to anyones account.
To raise a case the agents,go to Help on your my giffgaff page, then click Ask an Agent from the links on the page, or use this link below, and choose a category that suits your issue.

The agents will get back to you within 24 hours, and then tell you in most cases that it will take 5 working days to look into it.

If you have problems, try a different browser, ie Chrome, Firefox. Or choose 30 in the drop down box. And then write the specific nature of your issue in the text box provided.

Or see here for different links on how to contact an agent from the giffgaff knowledge base.

If it helps,
Feel free to use this post at a later date
Get a free giffgaff Sim
Message 4 of 6
by: giffygaffy98
on: 18/09/2013 | 17:03

Hi paula.


Hmm that's weird. Have you got any recurring goodybags? Or does anyone know your password? I think you should contact an agent for this. You can do this on you "My giffgaff" page or at


Good luck, i hope it gets resolved soon!

Get a free giffgaff Sim
Message 5 of 6
by: pjpoppy
on: 18/09/2013 | 17:08

hello paula 
contact an agent here for a refund:

Get a free giffgaff Sim
Message 6 of 6