giffgaff community help & SIMs Reviews 5

Have been GiffGaff member for so many years and have introduced loads of new customers because i feel so safe with GiffGaff.. if you do not have money one month no probs..when work picks up easy..
In 2024 I set up a dongle sim for someone in hospital - sadly she did not get to use it for long
I tried to reset that sim / reactivate it for another hospital dongle but could not access the code.. because did not have spare working phone to access the code... seems i could have got code sent to email.. but may have set up using a different email... seem to have been having hacker issues for a while.. gaslighting... is it me or is there someone who somehow has access to my tech... is a conundrum ..

Have been working some pretty hard shifts .. come in late.. heat up meal.. bed.. wind down tv.. sleep.. up again... plus some added stress so my bad am not pouring over statements every minute..

Finally at some point realised GiffGaff were taking two payments our of bank..

. tried to connect with GiffGaff to ask what phone number account.. reply was we cannot help without phone detail... bank detail not enough??

back to crazy work schedule and then xmas and then again end of Jan /beginning Feb this year noticed the two payments coming out.. quite close together

Asked for account details again got give us phone details then we can help .. sigh

I supplied credit card number expiry date and dates of payments and bank payment refs
Of the stolen from secret credit card I copied and sent screenshots of transactions
But GiffGaff still insist I give them details of the phone of the person who has stolen the data

How on earth can i do that?
So one month of one sim used - £200 - £10 = £190

Then stolen card detail 7 x £10 card now cancelled = £70
But see the first transaction - I lost and cancelled my card - got card back but had cancelled so new card and that sim apparently transferred to new card .. or dongle which was stolen..
I am so confused

Ombusdsman says If I am paying for the account I have a right to know the phone number

And this is what am getting back from GiffGaff agents in the name of data protection gone bonkers

To get info on the account I need to supply
SIM Serial Number (SSN/ICCID)??? again first sim was dongle which has been stolen. have no idea which sim is what.. sim could have been stolen with the card data... how am i supposed to know???
IMEI (If Dual SIM phone, provide all IMEI's). again as above - how on earth am i suppose to know this - first sim and second were for dongle.. do not have dongle - it has been stolen possibly along with sim / second issue stolen card detail to pay for someone else's sim??

Last 4 digits of your credit/debit card number & expiry date - Supplied these from the get go - detail from first Sim Dongle issue and also from second stolen card detail issue

- Last 3 mobile or landline numbers you called or texted (SMS only) ???? no numbers called from the Dongle... as for the thief's phone how should i know?
- Last 3 phones used on your account _ i can give last three phone on my account but how can i give last three phone on the ghost sim stealing Goodybag from my secret credit card
- Any Phone loan details/payment method on your account - sigh
- The Consignment, Order number, order date/time, make/model of phone ordered on account (if applicable) again.. sigh

If you are only able to provide us with two of the above, you can also provide one of the following secondary pieces of verification:

- The date, amount, and method (card, voucher, or PayPal) of your last top-up. Provided
- Your Membername (your login) sigh
- The current address and postcode on your account - so GiffGaff are telling me that they even have the address of the thief!! but will not give it up
- The PayPal address saved to your account -well i gave them my paypal account but the thief's paypal how am i supposed to know that?

Update - next day
To add salt to the wound.. a hacker issue has forced me to move to new phone number.. but many accounts still attached to old number and Giff Gaff not allowing me to accept incoming calls or text on that number because i am now paying new account.

They have quietly taken around £260 from my bank accounts and will not let my sim accept incoming!!!

So I tried to buy a plan so that at least I could get incoming messages... and... can't .. "pop back later" it says.. "we cannot accept payments right now" !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! sorry needed the exclamations to help release the emotion .. sigh ..

How do I replace a broken sim and keep my old number?

Just to say the issue of the refund has been resolved and am very pleased with the outcome.

Helped me join giffgaff, first by getting me a SIM with free credit but also then helping me through the experience of signing up. Website is really well designed too and made things so much easier.