Hi there,
Thanks for your post and welcome to the forum.
I’m sorry to hear about what’s happened and that setting up an affordable payment plan with giffgaff hasn’t been successful.
It’s worth checking the terms and conditions of the giffgaff account as this will explain what charges, if any, can be added when a person falls behind with their contractual payments.
Communication companies aren’t obliged to accept payment plans if someone falls behind with payments, but they should treat all their customers fairly.
If someone felt they’d been treated unfairly then I’d recommend making a complaint. The complaints procedure is available on the giffgaff
website. If after 8 weeks the complaint hasn’t been resolved the next step would be to contact the
Ombudsman Services: Communications, who may be able to help get things sorted.
Citizens Advice also has lots of consumer advice on their website which may be helpful, here’s the
link. They also have a consumer helpline which can be contacted by phone or by filling out an online form. You can find their contact details
here.
For more advice about repaying debts I’d recommend using our online
Debt Remedy tool. It’s anonymous and free to use. The tool helps a person create a budget and then provides tailored impartial advice about the best way to manage their debts.
I hope this helps,
Linsi
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Hello,
Just wondered about rights a person may have if, they have an outstanding phone bill with GIFFGAFF, which started off as £35 pounds and now has been increased up to £201, due to monthly charges of £40 going onto the account.
This person has rang GIFFGAFF and arranged to make a payment plan but GIFFGAFF wouldn't accept anything less than the £40 a month. Are they able to do this and are they ways around them refusing a payment plan?
Many thanks.
Originally posted by Homegroup
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