> So stuff like this it feels like they should just eat the cost of 12 letters per year until the remaining people availing of it age out. I worked in a relate

> So stuff like this it feels like they should just eat the cost of 12 letters per year until the remaining people availing of it age out. I worked in a related field and the cost of this is really not the postage. Your billing system needs to support sending paper bills, everywhere you have customer communication you'll need to add the paper way, the format is different, you still need a way for your billing system to actually send those letters, you accounting needs to check for it etc etc. Also, every time you discuss a change in your systems, you need to consider the edge case of these 12 customers. The letters themselves are cheap, supporting paper in every system you have is the real cost. I agree that they should have handled this better, no questions asked, but it's not like we're just talking about pennies in postage.