T-Mobile and the unauthorised direct debit

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I recently took out a new phone contract with T-Mobile (end of Sept 2011) 24 month @£30 a month with HTC Sensation.

All was fine and the nice girl in the shop asked if I wanted any insurance with my phone, we then had a long protracted discussion about how I didn't want any insurance. I left happy and with a new phone.

I happened to check my bank statement in early November and noticed to my horror a £8.99 direct debit had gone out that day to Homecare Insurance, 20 minutes later I was in my T-mobile shop again having a discussion as to why I had been charged this. I was met with rolling eyes and the blunt reply of "you must have signed for it, or else it wouldn't have gone through". I assured them I didn't sign anything of the sort. To which the girl seemed to relish saying something along the lines of "you just wait there, I'll go and get your paperwork and prove you wrong".

As it had been over a month since I took out my contract, she came back looking sheepish and said that all paperwork gets sent to head office after a month and I would have to wait to hear back. She then printed out a copy of the form I supposedly signed. A form I had never seen before.

I produced my own paperwork that I had been given which confirmed that I had not been given any insurance documents as they staple everything they give you together.

The girl then rang up the insurance company and passed the phone to me(!) so I had to explain the whole thing again to the insurance company including quoting things like employee names, a job I think more appropriate for the employees to do? Anyway, the insurance company didn't particularly care but cancelled the insurance and the direct debit.

I eventually got to talk to the manager who was far more apologetic and was very confused as to how this was allowed to happen. Apparently the "system got confused" and even though the part of the form about insurance was not filled in, it processed it anyway and set up a direct debit without authorisation. He said he couldn't refund me the exact amount but could add £10 credit to my bill...

This was all fine but I have just checked my statements again in the run up to Christmas and realised that I was charged £8.99 again earlier this month, I was charged an £8.99 "initial charge" on the day I took my contract out which I didn't notice previously and of the two bills I have paid since I first complained, neither have had £10 credit applied to them.

TL;DR(too long; didn't read):
T-Mobile have now charged me 3x £8.99 via direct debit for insurance I expressly said I didn't want and thought I had put a stop to after the first time.

So what do I do? Should I complain to all areas of T-Mobile? I will be going back into the store today to complain again anyway. Is there any kind of regulatory body for insurance / direct debits that I can complain to?

Luckily I am in a position now where £27 or so isn't make or break but I know people where this could mean the difference between expensive bank charges and not (including myself only earlier this year)

Surely it can't be legal for T-Mobile to pass on my details to insurers and allow them to set up a direct debit when I have expressly said they cannot?

Cheers,
James.

grumbler

Call your bank, quote the DD guarantee and request all the unauthorised DDs to be refunded immediately.