首次退款申请
14 天取消期
退款案例库
REFUND CASE 001 · 28–30 JUL 2026
第一阶段已进入投诉，用事实矛盾，
继续追问。
正式投诉促使案件进入投诉审查并获得 Final Response，这是第一阶段的胜利。虽然最终回复仍拒绝退款，但“SIM 仅激活 4 天”与“长期、持续在海外使用”的认定直接冲突，用户已把这一点作为新证据再次提交。
客服拒绝
引用封号与 FUP
正式投诉
第一阶段胜利
Final Response
仍拒绝退款
事实反驳
等待针对性答复
完整沟通记录
按原客服页面样式，复原全部英文往来
左侧依照第一张截图的 Conversation 样式重建，蓝色横线代表客服、绿色横线代表会员；记录按照客服页面的倒序排列，最新消息在最上方。右侧为对应中文译文。
Conversation
Hello, I am writing in response to your Final Response letter dated 30 Jul 2026. I need to point out a fundamental factual error in your findings.
My SIM was activated only 4 days before disconnection. It is not possible for my usage pattern to constitute “long-term, continuous, or permanent use overseas” or to have “far exceeded reasonable limits for temporary roaming” within a 4-day period. This directly contradicts the basis on which my account was disconnected and my refund declined under Clause 3.5(k) and your Fair Usage Policy.
I would ask that you:
- Confirm the exact activation date and disconnection date recorded on my account, and the total number of days the SIM was active;
- Explain, with reference to actual usage data (not a generic policy statement), what specific usage on my account is alleged to have breached the Fair Usage Policy within that timeframe;
- Given that the stated basis for disconnection appears to be factually inconsistent with my account record, reconsider the decision to withhold my refund.
I am raising this as new evidence directly contradicting your stated findings, and I expect this to be addressed specifically, rather than a repeat of the same templated explanation I have already received twice.
If this is not resolved, I will proceed to refer this matter to the Communications Ombudsman, referencing this factual discrepancy as part of my submission.
Thank you
Hi giffgaffer,
Thank you for getting back in touch with us regarding the recent disconnection of your mobile service. I am writing to provide our response following a full review of your service usage and account history.
Summary of Your Case
I understand you are dissatisfied with the disconnection of your service, and appreciate how important continuous connectivity is, particularly while abroad, and I welcome the opportunity to address your concerns.
Our Findings
Our terms and conditions explicitly state that our services are provided primarily for use within the United Kingdom. While inclusive roaming is provided to support our members during short-term travel (such as holidays or brief business trips), it is not intended for long-term, continuous, or permanent use overseas.
Upon reviewing your account, our systems confirmed that your device has been connected to international networks over an extended period, far exceeding reasonable limits for temporary roaming. As a result, your usage pattern no longer meets the eligibility requirements of our UK service agreements.
Our Decision
While I acknowledge your frustration regarding this outcome, we are unable to overturn the disconnection or reinstate your service. Our terms regarding primary UK residency and usage are strictly enforced to maintain network integrity and compliance.
As we have thoroughly reviewed your account activity. Regrettably, we are unable to approve a refund. Your account has been closed, and all associated access has ceased as of the effective date of disconnection as per clause T&C 5.3. Once credit is applied to your Account, we have no obligation to refund it to you in the absence of any legal or regulatory entitlement.
Our review confirmed that your usage breached our Fair Usage Policy (FUP). Per Clause 3.5(k) of our Terms and Conditions, members must fully comply with this policy. Our FUP states that services are intended primarily for use within the UK, with roaming provided for short-term travel only.
Because your usage pattern suggests extended or permanent use outside the UK, your account no longer meets the eligibility requirements for the service. As a result, your refund request has been declined.
You can review our full Terms and Conditions and Fair Usage Policy on the giffgaff website.
Next Steps & Preserving Your Number
Although your service with us has ended, we want to ensure you do not lose access to your phone number if you require it for banking or personal contacts:
Requesting a PAC: You can transfer your UK mobile number to another provider by requesting a PAC (Porting Authorisation Code). You can do this by logging into your online account and going here:
https://www.giffgaff.com/profile/details/requestpac
Please note that porting authorisation codes are valid for 30 days, after which the number may be permanently recycled.
Final Response & Ombudsman Rights
This letter represents our Final Response to your complaint. If you remain dissatisfied with our decision, you have the right to refer your complaint to the independent dispute resolution service, Communications Ombudsman, free of charge:
Post: The Communications Ombudsman: Communications
PO Box 730
Warrington
WA4 6WU
Email: enquiry@commsombudsman.org
Phone: 0330 440 1614
Website: Communications Ombudsman | Contact Us
Kind regards,
The giffgaff team
Subject: Formal complaint — refusal to refund remaining PAYG credit
Hello Member Relations,
I am raising a formal complaint following the agent team's refusal to refund the eligible remaining Pay As You Go credit on my disabled/deactivated account.
This complaint is being submitted while I am signed in. Please refer to my account details, balance, original refund request and complete agent correspondence already held in the account history.
I requested the refund within 30 days of deactivation. I have asked the agent team to identify the applicable term, provide a full balance breakdown and explain the calculation, but the matter remains unresolved.
To resolve this complaint, please:
- conduct an independent review of the agent decision;
- refund all eligible paid top-up credit to the original payment method;
- provide the complete balance and transaction breakdown;
- explain every excluded amount by reference to the applicable term;
- confirm my PAC/number remains preserved where applicable; and
- provide a complaint reference number and written outcome.
Please retain the original refund-request date when assessing any time limit. I have attached the previous replies, balance evidence, payment records and deactivation notice.
Thank you.
Hi giffgaffer,
Thank you for contacting us regarding the recent disconnection of your mobile service. I am writing to provide our response following a full review of your service usage and account history.
Summary of Your Case
I understand you are dissatisfied with the disconnection of your service, and appreciate how important continuous connectivity is, particularly while abroad, and I welcome the opportunity to address your concerns.
Our Findings
Our terms and conditions explicitly state that our services are provided primarily for use within the United Kingdom. While inclusive roaming is provided to support our members during short-term travel (such as holidays or brief business trips), it is not intended for long-term, continuous, or permanent use overseas.
Upon reviewing your account, our systems confirmed that your device has been connected to international networks over an extended period, far exceeding reasonable limits for temporary roaming. As a result, your usage pattern no longer meets the eligibility requirements of our UK service agreements.
Our Decision
While I acknowledge your frustration regarding this outcome, we are unable to overturn the disconnection or reinstate your service. Our terms regarding primary UK residency and usage are strictly enforced to maintain network integrity and compliance.
As we have thoroughly reviewed your account activity. Regrettably, we are unable to approve a refund. Your account has been closed, and all associated access has ceased as of the effective date of disconnection as per clause T&C 5.3. Once credit is applied to your Account, we have no obligation to refund it to you in the absence of any legal or regulatory entitlement.
Our review confirmed that your usage breached our Fair Usage Policy (FUP). Per Clause 3.5(k) of our Terms and Conditions, members must fully comply with this policy. Our FUP states that services are intended primarily for use within the UK, with roaming provided for short-term travel only.
Because your usage pattern suggests extended or permanent use outside the UK, your account no longer meets the eligibility requirements for the service. As a result, your refund request has been declined.
You can review our full Terms and Conditions and Fair Usage Policy on the giffgaff website.
Next Steps & Preserving Your Number
Although your service with us has ended, we want to ensure you do not lose access to your phone number if you require it for banking or personal contacts:
Requesting a PAC: You can transfer your UK mobile number to another provider by requesting a PAC (Porting Authorisation Code). You can do this by logging into your online account and going here:
https://www.giffgaff.com/profile/details/requestpac
Please note that porting authorisation codes are valid for 30 days, after which the number may be permanently recycled.
We regret that we are unable to provide the outcome you were hoping for, but we hope this explanation provides clarity on our position.
Kind regards,
The giffgaff team
Hello giffgaff Agent,
I am writing to cancel my registration and request a refund. My SIM was activated within the last 14 days, so this request is being submitted within your published 14-day cancellation period.
As I am submitting this request while signed in, please refer to the account record for the activation date, mobile number, purchases and current balance.
Please refund my remaining credit in full. If I purchased a plan, please refund it in full if completely unused, or refund the unused portion proportionately if it has been partly used.
Please confirm:
- the amount being refunded, with a breakdown of credit and plan refund;
- that it will be returned to the original payment method;
- the date the refund is initiated and the expected arrival timeframe; and
- my case/reference number.
If the number has not yet been transferred, please issue my PAC and preserve the number while this request is processed.
Thank you.
查看最初提供的客服截图
中对应中文译文
会员 · 用“仅激活 4 天”提出事实反驳
您好，我针对 2026 年 7 月 30 日的最终回复来信。我需要指出调查结论中存在一个根本性的事实错误。
我的 SIM 在被断开服务前仅激活了 4 天。在 4 天内，我的使用方式不可能构成“长期、持续或永久在海外使用”，也不可能“远远超过临时漫游的合理限制”。这与依据第 3.5(k) 条和公平使用政策作出的停机及拒绝退款理由直接矛盾。
我要求：
- 确认账户记录中的准确激活日期、停机日期及 SIM 实际处于激活状态的总天数；
- 根据真实使用数据，而不是笼统的政策说明，解释在这段时间内究竟哪项具体使用被认定违反公平使用政策；
- 鉴于停机理由与账户记录在事实上似乎不一致，重新考虑扣留退款的决定。
这是直接反驳现有调查结论的新证据。我要求对该矛盾作出具体回应，而不是第三次重复相同的模板解释。
如果问题仍未解决，我会把案件提交 Communications Ombudsman，并把这一事实矛盾作为申诉依据。
投诉部门 · Final Response 仍拒绝退款
客服表示已全面审查服务使用及账户历史，并说明服务主要供英国境内使用，漫游只适用于度假或短期商务旅行，而不是长期、持续或永久的海外使用。
客服声称系统确认设备在“较长时期”内连接国际网络，远超临时漫游的合理限制，因此不再符合英国服务协议的资格。
客服拒绝推翻停机或恢复服务，并依据 T&C 5.3 表示账户关闭后，在没有法律或监管退款权利时，没有义务退还已经充入账户的余额。
客服又依据第 3.5(k) 条和公平使用政策，认定使用方式属于长期或永久在英国境外使用，因此拒绝退款。
同时，客服说明仍可登录账户申请 PAC，把英国号码转移到其他运营商；PAC 有效期为 30 天。
最终回复：该信件被定义为正式投诉的 Final Response。如果仍不满意，可以免费向 Communications Ombudsman 提交独立争议解决申请。
会员 · 正式投诉剩余 PAYG 余额退款
主题：正式投诉——拒绝退还剩余 PAYG 余额。
会员针对普通客服拒绝退还已停用账户中符合条件的 PAYG 余额提出正式投诉，并要求官方从登录账户历史中查阅账户资料、余额、原退款申请及全部客服往来。
投诉要求独立复核普通客服决定、原路退还符合条件的付费充值余额、提供完整余额与交易明细、依据具体条款解释每笔排除金额、在适用情况下保留 PAC / 原号码，并提供投诉编号和书面结果。
同时要求在判断任何时间限制时，保留最初退款申请的日期。
这是案例当时实际发送的旧版本。当前退款页的通用投诉范文已经改成直接引用登录账户记录，无需上传附件。
普通客服 · 以海外长期使用为由拒绝
客服表示已审查账户历史，并重复说明服务主要供英国境内使用，漫游只支持短期旅行。
客服声称设备在较长时期内连接国际网络，已远超临时漫游的合理限制，因此使用方式不再符合英国服务资格。
客服依据 T&C 5.3、第 3.5(k) 条和公平使用政策拒绝恢复服务及退款，但同时提供 PAC 申请链接，并提醒 PAC 有效期为 30 天。
核心问题：回复只给了笼统结论，没有提供激活天数、具体国际网络连接日期或实际使用数据。
会员 · 14 天内首次申请退款
会员说明 SIM 激活尚未超过 14 天，因此在官方公布的取消期内取消注册并申请退款。
要求全额退还剩余余额；套餐完全未使用时全额退款，已经使用一部分时按未使用比例退款。
同时要求确认退款金额和拆分、原支付方式、退款发起日期、预计到账时间及案件编号；如果号码尚未转移，还要求签发 PAC 并在退款处理期间保留号码。
案例判断
第一阶段胜利已经实现，但退款争议进入第二阶段
正式投诉促成了独立书面结论
普通客服的拒绝被升级为正式投诉，并最终获得明确标注的 Final Response 和 Ombudsman 权利说明。这证明案件已经离开普通 agent 的重复回复，进入正式投诉处理链路。
“仅激活 4 天”对上“长期海外使用”
最终回复用“extended period”“long-term”解释停机，却没有给出连接日期或具体使用数据。如果账户确实只激活 4 天，这一时间线是当前最有价值的反驳点。
要求实际数据，不接受模板政策
新回复没有泛泛争论条款是否有效，而是要求确认激活日、停机日、总激活天数及具体违规使用数据，并据此重新审查退款决定，问题更集中也更容易核验。
等待针对新证据的具体答复
案件已经拿到 Final Response，用户又提交了事实矛盾。下一步应观察官方是否提供真实时间线和使用数据；如果继续重复模板理由，现有 Final Response 与事实矛盾可一起整理进 Ombudsman 材料。
范文适用范围
正式投诉与“4 天事实反驳”分别适合谁？
正式投诉范文可用于普遍的停用余额争议；“仅激活 4 天”的事实反驳属于针对性补充，使用时必须把天数替换为账户真实记录。
- 账号已 disabled / deactivated，普通客服已经拒绝退款。
- 账户仍有 PAYG 余额，需要拆分付费充值与赠送余额。
- 客服只给笼统条款，没有完整余额计算或交易明细。
- 希望案件进入 Member Relations / complaints team 独立复核。
- SIM 实际只激活了几天，却被认定为长期或永久海外使用。
- Final Response 引用 FUP，但没有列出具体漫游日期和使用数据。
- 账户的激活日与停机日能够直接证明官方时间线存在矛盾。
- 准备以真实时间线作为新证据，要求重新审查或提交 Ombudsman。
NEXT UPDATE
等待官方回应“4 天”事实矛盾
后续英文回复会继续追加到案例 001。下一次重点检查官方是否确认激活日期、停机日期、实际使用数据，以及是否重新审查退款决定。