Email - Your account is moving to paper free-billi...

Question

Hi, I'm a new forum user so apologies if this subject has been asked before, I've looked and couldn't find anything.
I have received an email this morning from BT headed Your account is moving to paper free billing and reads as follows:
We have an ongoing commitment to save paper, which is why we will soon stop sending paper bills to customers who have online billing.
Within the next few weeks we'll send you an email to let you know we've moved your account to paper-free billing. This means we'll stop sending your paper bill, but you'll still be able to view and download your bill whenever you want online in My BT.*
Learn more about paper-free billing. (link)
We hope you'll enjoy the benefits of paper-free billing from BT.
Regards,
Warren Buckley
 *If you want to keep your paper bill, please let us know. The change to paper-free billing only affects one account, if you have multiple accounts please log into My BT to check the billing methods. If you change your account details in the next two weeks, you might not be moved to paper-free billing. Paper-free T&C's
Being very wary of email scams I've contacted the online assistant (India call centre by the operator name).  They have given me the answer that if I'm on paper and on-line billing this will continue, I will not be changed to paper-free billing only.
Now I'm even more wary of the email, although it does look genuine.  Could any forum member or moderator please confirm that the email is genuine as I wish to continue to receive a paper bill for other members of the household who have no interest in using the computer.
I look forward to your assistance.  With many thanks.
Solved!
Go to Solution.

Answer 1

11 November 2012
Dear Mr. Buckley,
Paper-free Billing
Currently I receive paper telephone bills, and also an email telling me that my bill may be viewed on-line. In your email of today (print-out enclosed) you tell me that my account “is moving to paper-free billing” and that you are going to stop sending paper bills. You do not ask if I no longer want to receive paper bills.
In my view this is about cost-saving and enhanced profit for BT but not for the customer. BT stand to save large printing and mailing costs by not sending paper bills, but you (a) make no offer to pass any of this saving on to the customer, (b) you appear take no account of the fact that it costs a customer to have a computer and an internet connection which they will need to see their bills on-line. Further, (c) the customer must remember their password to gain access to their on-line account to see the bill, and (d) if there is a problem with the customer’s internet connection they will not be able to see their bill. For example, after ongoing problems with my phone line and internet connection earlier this year, my phone line was dead or not working from 02 to 23/02/2012.  
Unless and until BT pass on a significant part of the cost-saving and provide electronic bills in a form which doesn’t cost me to view it and ensure that it’s availability and reliability is the same or better than a paper bill, then I want to continue to receive paper bills.
Yours sincerely,