Can't redeem REWARDS points

I have been on the phone for hours  bouncing between departments. No one can answer why exactly the points are not redeemable but are giving me A million reasons for waiting 5 days or 7-10 days for it to be resolved. I have 21,500 points. Who else has had this happen?? 

I can putguft cards in the cart but once I click checkout nothing happens. 

-It is not a billing or payment issue(paid up to date)

-it's not a random tech issue bc I've seen this complaint before. Hopefully someone can help!! 5 hours tonight being told different things ... it's not a good look to make this so unrewarding (for lack of a better word). 

Im frustrated, I'm angry I'm disappointed... 

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Re: Can't redeem REWARDS points

Hi Keeks18,

Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you. Please go to your profile page for the forum and scroll down the page to an area titled "My Support Cases." You can reach your profile page by clicking on your name located above your post, or at the top right of this page.

Under "My Support Cases" you will find a link to the private board where you and the agent may exchange information. The title of your post is the link. This should be checked on a frequent basis, as the agent may be waiting for information from you before they can proceed with any actions. To ensure you know when they have responded to you, you may subscribe to the case. At the top right of your support case there is a gear icon which provides a drop down menu with support case options. Click that and choose "subscribe." Please keep all correspondence regarding your issue in the private support portal.