You don't know what a person can do. I'll table some of these stories for my other colleagues to have, so that they'll see them.
With regard to the story that the CBC broke, there are all kinds of people who are actually complaining about this practice. Basically, do you just assume that your customers are stupid? Obviously, there is enough evidence here that people were confused. They had different expectations, and you haven't relented from this practice, as opposed to saying, “Well, you know what, some are getting it and some aren't. Some are paying for part of it. Some might be paying for all of it. We don't know.”
Why don't you just end this practice altogether? Why do you think it is that so many of your customers never understood your own process? Are they that dumb?