You might need to try and get an answer from Verizon's customer service since they are the one charging the fee. You must have had a contract with a minimum amount of months you had to stay with them.
Also, Verizon owns Visible but are each treated as a separate business so I don't think Visible can help you with your situation.
BTW, this is just a peer to peer forum and if you were hoping Visible would answer they won't since they don't monitor these forums. Only way to get a hold of them is chat, Facebook messenger or Twitter(which this one is totally useless for me since they never answer my DM's).