BT Paperless Billing Complaint

A complaint emailed in to us regarding BT customers being charged for paperless billing.

Dear Sir

I wish to make a point about discount on paperless billing. In May 2009 I started a contract with BT for Unlimited UK Evening & Weekend for £11.25/month with paperless billing. I signed up for paperless billing at www.bt.com/paperfree. 

It now appears that I have been charged £12.50 per month because I had not set the option on the website for paperless billing only.

I feel that this is very underhand of BT as it was not obvious that this option had to be set when signing up for paperless billing.  The fact that I had an account and login for paperless billing should have been enough. 

Nowhere on the letter does it say that when signing up for paperless billing that I would have to select Paperless Billing only not Paperless Billing AND paper bill.  Why would anyone want to continue to receive a paper bill when they have signed up for paperless billing?

BT should consider removing this option from the website and have paperless billing only for those who sign up for paperless billing.

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