Pro-rated ETF??

I have been a sprint customer for at least 5 years now. I have two lines, and have recently downgraded my plan since i now only need one line.I made it clear that I wanted the changes to be effective at the start of my next billing cycle to avoid the possibility of confusion. I am now still on a family plan, just have one phone suspended. I was thinking about cancelling the other line, but when I discussed with customer service, they stated that the new ETF policy with the pro-rated amounts only applies to customers who oppened his/her account after November 2009. So since I have been a loyal customer for much longer than that, I will be charged $200. This of course was not very pleasing to learn about the customer service standards. Wow!! No wonder cellular providers have a rough time with customer retention.
I didn't realize that my phone had been shut off until I needed to make a phone call to help me find a dentist office I was looking for, and was almost late to my appointment. I was transfered to customer service, where the rep told me that I had gone over my minutes in the previous month by 300 min. Which was impossible since I had the simply everything plan. He put me on hold, where I sat for 30 min. I finally found the office and just hung up to deal with later. Then, after my appointment, I called back. I had to call 5 more times because i kept getting disconnected when the rep would "transfer" me to the department that could assist me. Only made me more frustrated, however I managed to remain calm. Finally I had a rep who was willing to help me, but said that there were no notes that I wished to have the changes effective on the next cycle. I was glad that I had used the chat option to discuss and make these changes, so I had documentation. This got the changes made and the overage fees were reversed after i would say accumulatively 8 hours of conversation with the customer service team. I want to cancel the second line, but sprint can not do anything for me.. so they say.