I’ve also seen other affected users getting refunds recently. If you were previously refused, keep your top-up records, balance screenshots and complaint emails. A first rejection does not necessarily mean the case is over.
Finally got my giffgaff refund
My account was closed for long-term overseas use with £11.79 left. giffgaff initially refused to refund me, so I escalated the dispute to the Communications Ombudsman.
• 14 Sep 2026 — received a refund email from giffgaff
My account now shows:
Refund £10 — Completed ✅
The full £10 I originally paid was refunded. The £5 goodwill credit was not.
• 3 Aug 2026 — submitted the case to the Communications Ombudsman
I provided my top-up invoice, £11.79 balance screenshot, payment history, formal complaint and giffgaff’s Final Response.
• 29 Jul 2026 — submitted a formal complaint
• 29 Jul 2026 — giffgaff issued its Final Response and refused the refund
I was not asking for the number back. My dispute was only about the unused paid credit.