Giffgaff customer sevice

wil7697

I have a giffgaff sim card which at the end of the month when the credit is used is going in the bin..
Customer service is rubbish, contact can only be made through email which takes 3 to 4 days for a reply, My cause for complaint was that they offer a free £5 credit when you join them, so I did and bought a £5 goody bag. However the £5 credit was not forthcoming I emailed giffgaff and asked why 3 days later they replied saying..

" However, after checking your account I can see that you activated your SIM with a £5 goodybag. Unfortunately, to claim the free credit you must top up with a minimum of £10 credit or a £10 goodybag. Therefore, on this occasion you are not eligible for this credit."

Nowhere on the paperwork sent with the sim card did it say £10 credit was needed nor did it say when I topped up this is a con..
Furthermore they said that the case was solved and
"This incident cannot be reopened or updated"

Giving me no chance to respond.
I opened a new complaint and referenced my original ref number 3days later I got a reply asking me a question, to which I replied and 4 days later I received a reply that has nothing to do with the original email.
I give up
What use is a phone-line company without a phone? whatever next???

melbell

It does clearly say in the terms you agreed to.

Also it says on the leaflet with the sim. minimum topup is £10 for the free credit.

wil7697

When the sim cards arrive they are attached to a sheet of paper on the paper it says

"I thought you'd like a Sim with £5 free credit"

Under the sim it says

"Join giffgaff and get you free £5 credit:
1. Go to giffgaff.com/activate-sim
2. Follow the instructions online.
You'll be asked to top up,so have a credit or debit card or top up voucher ready.
3. Once activated pop your Sim in an unlocked handset and you're all ready to go."
as you can see it mentions nothing about minimum top £10 top up on the paperwork, neither does it mention the minimum top-up when one purchases credit.

Buzby

For value they are excellent, but you have to play by their rules. If you want phone numbers and call centre staff, then you pay for it through higher charges. Since they make their terms clear, you are being slightly unreasonable in your complaint. I'm happy to work within their constraints and anjoy lower cost mobile usage - AND free data.

Rusty!

melbell wrote: »

It does clearly say in the terms you agreed to.

Also it says on the leaflet with the sim. minimum topup is £10 for the free credit.

I've got one here and it doesn't mention that you have to top up £10 anywhere, just that you have to top up.