We upgraded a phone in 2012 and had been customers for years. When we upgraded the phone we asked if this would renew our contract and we were told it wouldn't. Turns out they renewed it without our knowledge and we are being charged an ETF for switching with two months left on our "contract."
In our case AT&T was also unwilling to do anything to assist us. I've initiated a complaint through the better business bureau and will be filling one with the FTC. I'm also considering a complaint with the Attorney General's office.