Although this is old news, I think its still worth a comment. An IPhone user made news by uploading to YouTube a video showing her first IPhone bill, all 300 pages of it. Link
This just highlights to me the distance between the total user experience that Apple has strived for through the integration of product, service and interaction and the lack of thinking within AT&T regarding the billing experience that fits with the IPhone. This also highlights the importance of the bill as a service Touch-point.
AT&T, obviously embarrassed by the attention this gave them started sending out sms messages to IPhone users, highlighting the option to receive shorter bills. Link