that font is awful....
simply it costs companies mopney to deal with non electronic payments so they now look to pass that on, commercially a good idea, morally.... well I'll pass judgement
If you are late in paying then again it costs money to chase you for it and again why should they NOT charge that cost to you, your contract with them is to provide a telephone service in return for payment of fees on time. you broke your side of it so there are consequences.
IVR systems, now thats a different matter, its cheaper for teh comapny so either they can make your charges less or make more money, I'll let you say which is teh case with BT