Verizon Visa Rewards

[MandaAC]

I have been a Verizon Fios customer for over 9 years.  Last month I cancelled my wireless account. I was told by a representative that I could use my Verizon Visa Rewards towards my final bill balance. However, when I received my final bill I was not able to even view it online. I had to speak with a customer representative over the phone to pay it off.  I still am a Verizon customer with a FIOS account and I still have my Verizon VISA card. I have yet to be able to use my Verizon rewards to pay either my final bill or at the very least, my FIOS bill.  I was on the phone with someone at Verizon for over 2 hours on Saturday. I was transferred at least 6 times before a very nice woman with FIOS tried to help me. Both her and her manager could not figure out why I was unable to use these rewards towards my FIOS bill. The website clearly states that you can use it towards your FIOS bill.  Since then, I have been unable to apply any Verizon dollars to my account, there is simply not an option.

Things I've Tried:

• Reinstalling the Verizon Visa app on my phone.  I can see $62.40 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.
• When I finally managed to go into my Verizon VISA card by going through the Synchrony Account page and look at Rewards, it says I'm not authorized to view it.

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 weekend and spent over two hours on the phone with no resolution, including an escalation to a supervisor with no call back.   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.

SOMEONE FOR THE LOVE OF GOD... HELP ME!

[kh_jenn]

Hi MandaAC, 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.