Unable to redeem Xbox Gift Card or Xbox Series S Console Offer

[dbaker0035]

I have been unable to redeem the FiOS Xbox gift card or Xbox series s console offers, and Fios customer service is giving me the runaround.

Order details:

I order Fios internet services on 5/12/2023. Services were installed on 6/10/2023.

Per my order, the following special offers were included:

• 4 Year Internet Price Guarantee
• An Xbox Series S Console on us
• MoCA Ethernet Adapter
• $50 Xbox Gift Card

Fine Print:  

Xbox Series S: Offer valid thru 6.14.23. Must install and maintain eligible Fios internet services in good standing for 65 days and redeem offer w/in 60 days thereafter, or by no later than 11.14.23, whichever is first. Verizon reserves the right to charge back the value of the Microsoft promotional device if eligible service is canceled w/in 180 days. One Xbox Series S console per order, while supplies last. Discount will be reflected in cart. One offer per eligible Verizon account.

Xbox Gift Card / MoCA Adapter: Must install and maintain eligible Fios services in good standing for 30 days and redeem offer no later than 180 days after. Gift Card emailed and MoCA adapter shipped within 48 hours of registration. We reserve the right to charge back the amount of the Gift Card or MoCA adapter if eligible service is canceled w/in 180 days. Limit one gift card and adapter per customer. Other terms and conditions apply.

Customer Service Experience:

I received an email notification on 7/10/2023 stating that it was time to redeem a reward.  That reward was for the MoCA Ethernet Adapter. I registered and received the MoCA Ethernet Adapter.

I received another email notification on 8/9/2023 stating that it was time to redeem another reward.  That reward was for an Xbox Series S Console.  I clicked on the offer tile in an attempt to register, and the tile disappeared. I refreshed the page, logged out, logged in, and tried reusing the email link but to no avail.  I have since made numerous phone calls and initiated several online chat requests with customer service to resolve the issue.

Over the phone, I have been transferred to more than a dozen agents. None of whom were able to solve the issue.

Via the chat, I was told that the reward was still active and that I needed to return on 9/1/2023 to complete the registration process. The agent assured me that the offer tile would reappear in my home offers. It did not.

I just engaged in another customer service chat, during which the agent confirmed that my account was still eligible for the Xbox gift card and Xbox series s console.  The agent supposedly sent an email on my behalf, and I'm told I'll be contacted in 5-7 business days to redeem the gift card. As far as the Xbox Series S console is concerned, the agent said, "Oops. looks like something went wrong. Please try again later."  I said that was unacceptable. The agent said, "we are sorry you feel that way." Then the chat session ended, and I was returned to the automated prompts.

This is the worst customer service experience I have ever had, and I'm convinced it's either the result of terrible employee training or an explicitly underhanded effort by Verizon to obstruct and delay the offer redemption process until the reward expires.

If any customer service reps are actually willing to help, please contact me.

[KH-OrnEsh]

Hi @dbaker0035 

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.