投诉间隔多日后，giffgaff 发来邮件了。

邮件内容如下：
ust to confirm that your refund of £10.00, has now been processed.
Please note: it can take up to 5 working days for your refund to appear on your account.
For more details check My payment history section of your My giffgaff account.
Cheers,
The giffgaff team

第二封，归属跑广告邮件里去了：
Thank you for reaching out to us and for your patience whilst we have reviewed this matter.

Having further considered the relevant circumstances of your case we confirm that your SIM will remain disconnected. However, we are approving your request for a refund. I can confirm that we are processing a refund back to your original payment method. Please note, only the remaining credit that was directly purchased by yourself is eligible for this refund.

You should see these funds reflected in your account within 3–5 business days.

Keeping your number

If you would like to keep your number you will need to generate a PAC code and provide this to another UK network. Alternatively, a STAC code can be used to move to another UK network without your number. Further guidance for these can be found here.

Best Regards,

giffgaff team

剩下就是等了，不过自己忘了用什么渠道充值的了。