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Cannot Access Credit Card Rewards

I have the exact same issue with my Verizon Visa and my FIOS account, I have spoken with several Verizon reps and a Synchrony manager and have spent 10+ hours on the phone and still have no resolution. Many promises of follow-up from Verizon reps only to receive none then have to start the entire process again another Verizon rep who does not help or follow-up.

Please Help!

Verizon Dollars Not Showing on Fios

cg504

Enthusiast - Level 1

‎10-18-2024 06:32 PM

I have been a Verizon Fios customer for over 9 years. 11 months ago, I became a postpaid mobile customer and signed up for the Verizon rewards card. I also combined my FIOS and mobile logins at the same time. While I was a mobile customer, I had no problem automatically applying my Verizon Rewards dollars to my bill. About two months ago, I switched from Verizon to another mobile carrier due to both cell reception and customer service issues, but retained my credit card and my FIOS service. Since then, I have been unable to apply any Verizon dollars to my account, there is simply not an option.

Things I've Tried:

Installed the Verizon Visa app on my phone. I can see $70.41 in Verizon Dollars available. If I go to Rewards> Redeem>Use Verizon Dollars, it takes me to the Verizon app where it has me sign in. It then goes to the My Verizon - Verizon Credit Card section where it stays on Please wait... and never changes.
Opened the Verizon app on my phone and gone to Account>Bills. Here nothing shows about my Verizon dollars balance. I have no option to view or apply Verizon dollars. I tried turning off autopay one month, and that did not give me the option (though it did increase my bill by $10).
Signed into my Verizon account on my PC and gone to Account>Bill>Bill Overview. Here nothing shows about my Verizon dollars balance. I have no option to view or apply Verizon dollars.
Signed into my Verizon account on my PC and gone to Account>Bill>Verizon Visa Card. If I click the link that says "Already a card holder? Log in to manage your account", the page refreshes and I am not prompted to log in. If I sign out and then access this page (https://www.verizon.com/solutions-and-services/verizon-visa-card) it will prompt me to sign in when I click that same Log in to manage your account link, but the page does not update with any new or account-specific information.

Is it possible my Verizon Credit Card/ Verizon Dollars account is tied to my now closed mobile account? If so, how can I get this corrected? I called in last month and spent over two hours on the phone with no resolution, including an escalation to a supervisor. Synchrony seems to think that Verizon dollars are for mobile customers only, but the terms on the card state that they can be used for FIOS (excerpt below).

Redeeming Verizon Dollars. You must be a Verizon Wireless Account Owner, Verizon Wireless Account Manager, or Verizon Fios Account Owner to redeem Verizon Dollars

The Verizon FAQ also states this:

Verizon Fios Account Owners can use Verizon Dollars to pay their Verizon Fios bill.

To pay your Verizon Fios bill with your Verizon Dollars in My Verizon: Choose Bill, then Pay Bill. If you have Verizon Dollars, you see the option to apply them to your bill.
Verizon wireless customers who are also Verizon Fios customers must be enrolled in the Mobile + Home Discount program. Simply navigate to the Savings and Promotions Center to sign up and be able to apply earned Verizon Dollars to the Verizon Fios bill.

5 people had this problem.

1 Reply

kh_jenn

Moderator

‎10-19-2024 06:59 AM

Hi cg504, 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 the envelope icon next to your avatar at the top right corner of this page. 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. Thank you.

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[Deleted User]

Hi @markd555
,

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 the envelope icon next to your avatar at the top right corner of this page. 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. Thank you.

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