Broadband usage-how and when are you informed?

Hi all,
I was hoping someone could help me. I have recently been made aware that I have been going over the monthly usage allowance for my Broadband option by the fact that I have had a charge added to my account. After speaking to a BT operator today I am not really any further forward. I had asked if I should have been informed of this sooner and they said that they had sent an email to my 'primary' email address which was the BT.com one-which I don't use and don't even know how to access. I have all my bills etc sent to my usual address so I think it is disgusting that anything is sent anywhere else other than my designated email address. As far as I was concerned everything which was sent from BT went to my designated address and I wasn't informed any different at any point. Also, he told me I had been going over my allowance since January and that the way the billing works means I have only just been charged for February on this month's bill (April). I don't see how this could be right as I would have thought the charge should have been added the month after exceeding so I would have paid for February in March? This now means that because I didn't know about it, I will be paying for the amount I exceeded in March in May which I think is ridiculous.
I have been with BT for 5 years and have never come across this problem before but I do know that I feel uninformed. The person I spoke to today was rude and aggressive and I was disgusted by the way he spoke to me as I work in positions concerning customer service and his manner was appalling.
So basically I am hoping someone could tell me exactly how and when you should be informed of exceeding your allowance? Also, if an email is sent to the BT.com address-why is this as all my bills etc are sent to another email address?
Thanks in advance for any replies,
Emma

A few people have found this out, re the primary email only issue.
If you can get into your email account, you should be able to forward all email to an alternative email address to avoid this situation again.
If you have an BT online account you can check your usage via their usage meter (although there have been issues with it around the Jan - Mar period). This will help you keep an eye on home much you are using.
With the charge, the first month you go over they don't charge you. But if you go over a second time they will start to charge, hence the offset charging.
if you require a response from BT you could try the MODS on here by completing http://bt.custhelp.com/app/contact_email/c/4951 (allow 72 hrs for a response)
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