I purchased my own router and returned the router I was renting from Fios back to Fios 3 months ago and they have decided to charge me a rental fee this month along with a 16.00 fee for making changes to my acct. I never had this problem with Xfinity/Comcast.
This is a reoccurring complaint.
contact your states Public Utilities Commission or Public Service Commission via google search. Call them for quicker service and also file the online complaint form.
make sure you can provide a receipt for the return. Without it no way to get the money back. The charge for changing service? I have not heard of it.
verizon can see if you call them 1-800-VERIZON if there is a Quantum Gateway Router attached. They cannot see your own customer owned router.
It looks like your issue may require a Verizon representative to review your account details. Please visit our Support page for a variety of ways to contact Verizon.