In the Gallery app when you look at the details of an individual image or video, does it list the path of the file on the device? Can you use the Files app or another file explorer to navigate to that folder?
I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.
Are you trying to transfer to computer? If so make sure usb debugging is on in phone after connecting to your computer. It will be under DCIM or pictures. If you are transferring from internal to external storage download ES file explore and the files should be under DCIM. Highlight folder DCIM or in folder pictures files and click on menu below the more button and it gives options to move it to. Or... I found a link.