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you have taken £40 instead of £20

Started by: rebec2808
On: 14/03/2018 | 12:41
Replies: 26
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by: rebec2808
on: 14/03/2018 | 12:41
You have take £40 out my account instead of £20. I need you to put the £20 back into my bank account please as I have bills to pay that I'm now missing!! Rubbish providers only just joined you and I hate it. If possible put the £40 back and cancel my number!!! Very disappointed
Message 1 of 27
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by: figment_uk
on: 14/03/2018 | 12:44

@rebec2808

 

There are only two ways this can happen:

 

  1. You put £20 airtime credit + a £20 goodybag in your basket; or
  2. You processed the transaction twice

To request a refund, raise a support ticket here: https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Cancelling-a-goodybag-or-top-up-...

 

If you wish to cancel your account, follow the instructions below: 

 

As long as:

  1. The 'new' SIM was activated within the last 14 days; and
  2. It was the first SIM card activated on the account used

you can ask for the account and SIM to be cancelled and your money refunded by following these instructions:

 

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you the right to cancel your account and obtain a refund within 14 days of the date you activated the first SIM card on an account.  If you bought a goodybag as part of a phone order, you can only cancel the goodybag if you also return the phone for a refund.

 

If you wish to go ahead and cancel, you should first turn off recurring goodybags, if applicable. If you wish to keep your number, you must request a PAC from giffgaff before the cancellation process begins.

 

Then raise a support ticket and say that you wish to cancel your account under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations. Your account will be cancelled and your payment refunded. You must pay for the value of any service that is provided up to the point you cancel. You may be asked to re-submit your card details for the refund to be processed, but do not do this unless asked.

 

In both cases you will receive a reply within 24 hours.

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 3 of 27
by: shabbas
on: 14/03/2018 | 12:43
Hi, Please speak to an agent who can access your account. You can contact an agent here. They may take upto 24 hours to reply. www.giffgaff.com/support/ask
Any replies from a giffgaff agent can be found “Messages From Agents" box located on your "My Giffgaff" page, or the page can be accessed by following this https://giffgaff.com/support/questions
Message 2 of 27
by: figment_uk
on: 14/03/2018 | 12:44

@rebec2808

 

There are only two ways this can happen:

 

  1. You put £20 airtime credit + a £20 goodybag in your basket; or
  2. You processed the transaction twice

To request a refund, raise a support ticket here: https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Cancelling-a-goodybag-or-top-up-...

 

If you wish to cancel your account, follow the instructions below: 

 

As long as:

  1. The 'new' SIM was activated within the last 14 days; and
  2. It was the first SIM card activated on the account used

you can ask for the account and SIM to be cancelled and your money refunded by following these instructions:

 

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you the right to cancel your account and obtain a refund within 14 days of the date you activated the first SIM card on an account.  If you bought a goodybag as part of a phone order, you can only cancel the goodybag if you also return the phone for a refund.

 

If you wish to go ahead and cancel, you should first turn off recurring goodybags, if applicable. If you wish to keep your number, you must request a PAC from giffgaff before the cancellation process begins.

 

Then raise a support ticket and say that you wish to cancel your account under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations. Your account will be cancelled and your payment refunded. You must pay for the value of any service that is provided up to the point you cancel. You may be asked to re-submit your card details for the refund to be processed, but do not do this unless asked.

 

In both cases you will receive a reply within 24 hours.

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 3 of 27
by: johna002
on: 14/03/2018 | 12:45
HI there @rebec2808 - as this is account related matter you will need to contact an agent on the link below who will sort out a refund.


https://support2.giffgaff.com/app/ask/Top-up-balances-and-goodybags/Credit-debit-card-or-PayPal-over...

Please note that agents can take up to 24 hours to reply however are often quicker, you can see their response on the following link……..

https://giffgaff.com/support/questions

"PLEASE REMEMBER TO AWARD KUDOS AND A BEST ANSWER TO ANYONE WHO HAS HELPED YOU"
Get a free giffgaff Sim


CLICK ON THE BANNER ABOVE FOR YOUR FREE SIM CARD
Message 4 of 27
by: clikasarus
on: 14/03/2018 | 12:46
@rebec2808 Hi welcome to giffgaff and the community

you will have to contact a agent as they are the only ones who can issue a refund try here

https://support2.giffgaff.com/app/gooask/Top-up-balances-and-dybags/goodybag-allowances-


But please be patient as it could take upto 24 hours for them to reply which you can view here

https://giffgaff.com/support/questions

hope this has been helpful for 👍🏻
Get a free giffgaff Sim
Message 5 of 27
by: rebec2808
on: 14/03/2018 | 12:50
I have tried going on the link to get a refund but it don't work on my phone for some reason.
Message 6 of 27
by: figment_uk
on: 14/03/2018 | 12:53

Try logging out of your account then log back in to try again.  Using a different browser (e.g. Firefox or Chrome) may help

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 7 of 27
by: rebec2808
on: 14/03/2018 | 12:59
It still don't work. Can I just have the full £40 refunded to my account please and cancel everything this is stupid now I am very angry right now
Message 8 of 27
by: figment_uk
on: 14/03/2018 | 13:03

No one on the community can access your account or deal with that - only the giffgaff Member Support Agents can. 

 

How long ago did you make the payment and activate the SIM? 

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 9 of 27
Highlighted
by: rebec2808
on: 14/03/2018 | 13:04
About an hour ago.
Message 10 of 27