Fios billing issue

I signed up for Fios a few months ago and elected to provide my own router. However, once I received my bill, I noticed I was being charged rent for a router that Verizon didn’t provide me. I’ve contacted customer service three separate times since, and each customer service agent told me that this rental charge would be taken off my monthly bill but nothing has been taken off. I’ve now paid the rental charge for two months to avoid late fees, but I’m getting frustrated. How can I get this charge taken off my bill going forward?

Re: Fios billing issue
Moderator Emeritus

Hi Kristen89,

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.