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UNABLE TO REDEEM VERIZON DOLLARS TOWARDS BILL

I recently received a Verizon Credit Card and have accumulated Verizon dollars which I would like to redeem towards my Fios bill.

I am enrolled on auto pay - the available Verizon dollars would reduce the next payment. Although the correct amount of available Verizon dollars is shown and the prospective autopay payment is correctly reduced when I attempt to apply them, an error message similar to the following prevents processing: "An error has occurred. Please try again later".

I believe that the problem is with the link between my Verizon account and the Verizon Credit Card.

As a related datapoint, although the Verizon credit card is shown as a choice of autopay methods, I am unable to select it as an option.

I have tried both Verizon customer service AND Verizon Credit Card customer service. One sent me to the other and back.

PLEASE HELP!

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Verizon_Support

Hello! Being on top of your account is crucial, especially if you are managing your Verizon Dollars.

Please contact Synchrony Bank for further support on your Verizon Visa Card by dialing 1-866-313-9396.

For more info, check out our FAQs: https://www.verizon.com/support/verizon-visa-card-faqs/.

Hope this helped.

~Gilbert

MrKapios

Per my post, I contacted Synchrony Bank, however, they told me that there is nothing that they can do and that I need to contact Verizon (whom I contacted first). On the Synchrony side, the award dollars are correctly shown.

How can I get this resolved? Who in Verizon can I contact? Do I need to escalate to executive level to get proper support?

MrKapios

Who is the highest level executive in charge of billing support for Fios? I need to escalate this issue but I would rather not start at the CEO. I spent HOURS yesterday trying to resolve this via chat and phone. My account logs can provide the transcripts.

MrKapios

The issue persists and no one has been able to assist despite multiple attempts contacting both Verizon and Synchrony. Researching this issue shows other customers with similar frustrating experience and no resolution. It seems that the only recourse is to appeal to third parties like the Better Business Bureau and the offices of the PUC at the state level or similar. Although the dollar amount is small, nonetheless the lack of support and fingerpointing is inexcusaable.

As a final appeal, is there anyone at Verizon that can assist?

Thank you.

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