Knowledge Base

Airtime credit billing issue - refunds being issued

Started by: t_will
On: 28/06/2018 | 16:11
Replies: 39

by: mandi19uk
on: 26/11/2018 | 17:06
Have you checked this because as of today, 26th November, I have not received my cheque.
Message 31 of 40
by: dez_d
community giff-staffer

on: 26/11/2018 | 17:29 edited: 26/11/2018 | 17:32

Hi @mandi19uk


Terribly sorry that you have not received your cheque yet. I'll try and find out what I can but in the mean time could you check what address we hold for you here -


I don't have access to your account and it might be best to contact the agents about this as they would know better than I if this cheque has been sent to you.


Can you make contact with us on this email -




giffgaff Educator

Message 32 of 40
by: xxxsammyxxx
on: 06/12/2018 | 15:57 edited: 07/12/2018 | 08:36

Heya when do i get a refund please

Message 33 of 40
by: masterofarts1
on: 08/12/2018 | 19:04
Looking forward to communication on the credit being reimbursed 👍
Message 34 of 40
by: syfle40
on: 14/12/2018 | 18:34

Just wondering when refunds as credit will be issued and how much many thanks 

Message 35 of 40
by: lucasmcsym
on: 29/12/2018 | 19:21 edited: 30/12/2018 | 08:04


Message 36 of 40
by: t_will
community giff-staffer

on: 06/02/2019 | 09:10

UPDATE - 06 Feb 2019 - 09:11


Hi all, I have a short update for you on this.


Since putting in the fix, we’ve set up a series of procedures to make sure that we’re keeping a close eye on our systems and making sure that issues like this are picked up quickly and resolved. As part of this, we have regular meetings with our suppliers to understand changes that are planned to their systems or have been carried out, and their effects.


At one of those meetings last week, we discovered that a change that had been made in one of those systems had inadvertently allowed this issue to happen again for a short time. This was quickly addressed and was affecting members for under 48 hours.


Between 11:16am on January 23rd 2019 and 17:35pm on January 24th 2019, the fix that we put in place for this billing issue was not effective. That means that some members who bought a goodybag during this time, were using mobile data at the time, and continued using that mobile data session, would have been charged from their airtime credit instead of the goodybag that they had bought.


We’ve identified the members who were affected and we’ll be sending them a text message to let them know. Over 80% of members affected by this will be due under £1.00 credit refunded to their account. We’ll be refunding the amount that was erroneously charged from credit back to their account directly.


We are also continuing to refund members who were affected by the issue in mid-2018. The majority of refunds have already been provided, but there are some people who have since left giffgaff and that we haven’t yet been able to get in touch with because we’re not certain that we have the right details for them - for example, if they have left giffgaff a significant amount of time ago and may have moved. We will be sending out letters shortly to those addresses to ask people to confirm who they are and make sure they get their refund.


We’ll update again once all of these messages have been sent out to everyone - please let us know if you have any more questions.




giffgaff community staffer - let me know if you want to chat about anything.
You can send me a message and we'll get rolling. Need a topic? Try here.
Message 37 of 40
by: tcugrim
on: 24/02/2019 | 20:35
I have been waiting fora refund of £18 via cheque since June/July 2018 not had any contact or anything just been told to keep checking this for updates.
Message 38 of 40
by: jaymailsays
on: 16/05/2019 | 18:48


I have been waiting fora refund of £18 via cheque since June/July 2018 not had any contact or anything just been told to keep checking this for updates.

@tcugrim Any luck with your refund?

Get a free giffgaff Sim
Message 39 of 40
by: tcugrim
on: 17/05/2019 | 15:48

No luck yet. 

Message 40 of 40