We review products independently, but we may earn affiliate commissions from buying links on this page. Terms of use. Giffgaff, a subsidiary of O2, has been fined £1.4 million by Ofcom for overcharging 2.6 million customers because of an error in the company's billing system. Giffgaff offered prepaid bundles of minutes, texts, and data to customers in the form of "goodybags", but an investigation by Ofcom found that customers who had purchased these deals we not having them applied immediately. As such, customers were still using their pre-paid credit for data or voice calls when they could have been using the data purchased in the goodybag deal meaning that customers were effectively charged twice. The billing error affected Giffgaff’s data services between 26 May 2011 and 15 June 2018, and affected its voice services between 26 May 2011 and 14 February 2019. Giffgaff has already refunded approximately £2.1m, and donated money to charity for the cases where it could not trace customers affected - although Ofcom does suggest contacting Giffgaff if you believe you are owed a refund. In a statement, Gaucho Rasmussen, Ofcom's Director of Investigations and Enforcement, said: “Getting bills right is a basic duty for every phone company. But Giffgaff made unacceptable mistakes, leaving millions of customers out of pocket. “This fine should serve as a warning to all communications providers: if they get bills wrong, we’ll step in to protect customers.”

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