Charged After Being Misled By Verizon Website

I recently moved out of an apartment where I was using Verizon internet services. Verizon called me to alert me that a new service was requested in our apartment & at that time I told them I'd like to cancel my service. I got a confirmation email with a link to see next steps for equipment return. When I clicked the link and entered by order number & zip code, it said that there was no equipment that needed to be returned (which I have a screenshot from and checked multiple more times). Verizon was the preferred provider in the building so I figured it would be rolled over to the next tenant. I moved out of state and left the router there.  A full two months later, I received an alert from Verizon that they would be charging $175 for not returning the equipment. After reaching out to customer service about why I did not do so, they are saying that there is nothing that can be done. I should not be punished for following what seemed to be personalized directions through their site. Is there anything else I can do? Although I've been a Verizon phone customer for years, I am now seriously considering switching to T-Mobile so that I don't continue paying such a disingenuous company. 

Re: Charged After Being Misled By Verizon Website
Moderator Emeritus

Hi MW4,

Your issue has been escalated to a Verizon agent. Please check your Private Messenger Inbox for a message from a Verizon Support agent. You can find your Inbox by clicking on your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary. Please continue to check your Inbox for a reply from a Verizon agent. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.