When I have a simple problem I do not expect to have to fart about getting round it. A simple question should get a straight answer eventually I did get a full refund but I would not recommend GiffGaff as the 'Goody Bags' miss out certain information the 'unlimited free texts' are UK only, pity they don't mention that anywhere.
I'd have thought that was pretty obvious and is certainly the same with any other network. I have a friend in Sri Lanka, who I text occassionaly but I don't expect my texts to her to be included in my free ones.