hello. bit of a story so please bear with me. some time ago, (an embarassingly long time), i had a mobile phone upgrade carried out over the phone directly with t-mobile. i'm self employed so i wanted a phone to keep as backup and i accepted a basic model sony ericsson to keep in case of problems with my other phone. i never intended to use it so i refused the insurance and all extras and within a month or so changed address. fast forward to feb 2012 and a chance conversation about a debit card revealed a direct debit, that i knew nothing about, for £6.99 a month which had been quietly running for an embarassingly long time. the direct debit was to a company called homecare insurance and with a bit of digging i discovered that i had been paying insurance on the backup phone and had had a policy running from the date of my phone upgrade with details supplied by t-mobile. the address that they had on the policy was my parents, where i was living when the mobile upgrade was done. i have never recieved any communication from homecare/fonesafe at any time. i cancelled the policy there and then, explaining that it had been set up without my knowledge, and asked for a refund. homecare insurance stated that i would be refunded if i could prove that the policy had been set up without my knowledge. t-mobile customer services told me by email that they have no knowledge of my having requested insurance and stated that they would provide written confirmation of this fact, but to get it i had to write to their customer admin team, or go into a store to request it. t-mobile have now decided that actually they have no proof either way whether or not i requested this insurance so are now refusing to give me the written confirmation that they had agreed to send. without this letter homecare will not refund me (and are claiming to have sent me a welcome pack and letters. this is a lie as i get any mail addressed to me, from my parents.) obviously these two companies work together so i'm not holding my breath that the one will take my side against the other, but where does this leave me now? i have spoken to my bank (halifax) with regard to the direct debit gaurantee but they want me to exhaust all avenues before they will take it on. if anyone has any suggestions i would be grateful to hear them. oh and yes i check bank statements thoroughly now!!