My husband went into the store to cancel my cell phone line, as we were very ready to get out of business with Centennial... Had waited years. They told us he had to take a written notice into the store, and he gave it to them. Then they called their HQ and made him get on the line with them to confirm the cancellation. We had given the full 30 days notice. This weekend, his phone stops working (luckily he didn't have an emergency; that would have been really bad). On Saturday, we get a bill for $250, saying we broke the contract. When we called they said that he told them to cancel BOTH lines. They said when he talked to HQ on the phone, he said he was done with Centennial. Now the rules change; when it is convenient for them, a verbal request is good enough to cancel; written notice not required. I pointed out that he only intended to cancel my line, not both lines; we knew his phone was not out of contract til November and had not wanted to pay the breakage fee. The customer service rep said no, unequivocally, we cannot restore your account or the line; you will have to go into the store and start all over again. They could care less about retaining customers.
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