Unexpected $330 early termination fee on internet service

Yes, the rep I talked to yesterday called me back to speak with my mother before he could get his manager to talk to us.  After another round of being put on hold and "please enjoy the music", we got through to someone who told us it would actually be a $675 early termination fee.  After more holds and her saying she was putting in a request (over another hour for the whole call), she would not budge on the fee as they did not approve the request.  We mentioned that there was no mention of a contract on the previous change to the account, and to listen to the recorded call, but that did not help.  We got her to set up the cancellation on next months billing date (so no change of getting back the charges for the next three weeks either), but otherwise more frustration.