Dear giffgaff Complaints Team,
I am submitting a formal complaint concerning the disconnection notice received on 29 July.
Member name: keqizu
Mobile number:
Your email stated that my service would be disconnected due to extended or permanent use outside the UK and described this as your final position. I had topped up £10 using a top-up voucher.
My preferred resolution is for you to reconsider this decision and restore my existing number and service. Please explain the specific usage findings and contractual provisions relied upon, and whether reinstatement is possible under any applicable conditions.
If you refuse to restore the service, I request a refund of my £10 top-up. Please confirm the remaining balance and provide an itemised explanation of any deductions. As this was a voucher top-up, please explain how you can arrange a monetary refund through an alternative payment method.
If you refuse either remedy, please provide a full written explanation, including the contractual basis for retaining any unused credit. Please also issue a formal deadlock letter and confirm my right to refer this dispute to the Communications Ombudsman. I intend to escalate the complaint if it cannot be resolved.
Please acknowledge this complaint, provide a complaint reference number, and reply through my registered email address.
Kind regards,
keqizu
Dear Sosa,
Thank you for reaching out to us and for your patience whilst we have reviewed this matter.
Having further considered the relevant circumstances of your case we confirm that your SIM will remain disconnected. However, we are approving your request for a refund. Please note, only the remaining credit that was directly purchased by yourself is eligible for this refund.
In order to complete this refund we will require you to save a card to your account.
To save a card to your account, please ensure a valid VISA or Mastercard is linked to your account using one of the options below:
Web Browser (giffgaff Dashboard)
Log into your giffgaff dashboard.
Click Orders and Payments at the top of the page.
Select Update Card (or Add credit/debit card if no card is currently saved).
Enter your card details and verify your billing address (click Change if needed).
Click Update Card.
giffgaff App
Log into the giffgaff app.
Tap Account, then select Payment Methods.
Choose your payment method: select a saved card to update or remove it. (Note: When updating a card, you will automatically be redirected to your web browser to finish entering your details).
Once this is complete, please let us know by responding to this message and we will process the refund, this may take up to 5 business days to process, plus an additional 3–5 business days for the funds to show in your card account. So please allow for 10 business days from when you confirm to us your card is saved.
Keeping your number
If you would like to keep your number you will need to generate a PAC code and provide this to another UK network. Alternatively, a STAC code can be used to move to another UK network without your number. Further guidance for these can be found here.
Best Regards,
giffgaff team
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