Unable to redeem $50 XBOX Gift Card

I signed for FiOS deal in December 2023 which included $50 XBOX eGift Card. I received email to redeem the gift card which I did on Jan 28th and I still have not received the gift card. It has been more than 2 weeks. 

When I check the "Reward Status", it shows 2 different status on the same page which is strange. I don't have any Past Due balance so that is definitely not correct.  Customer Service on phone and chat are clueless.

Where is my gift card?!



Reward status: Processing

Thanks again for redeeming your Fios® reward.

You should receive your reward within 2 weeks.

You can come back any time to review the status of your reward.




Reward status: On hold

Your reward is currently on hold because of a past due balance. In order to receive your reward, your past due bill must be paid in full. Refer to your latest Verizon bill for your past due balance.

Ways to pay your bill

You must act now or you will no longer be eligible to receive this reward.

Once your past due balance has been paid, please allow up to 10 days for your reward status to be updated, and for your reward to begin processing.

If you have other questions, please call 1.800.Verizon (1.800.837.4966).

Re: Unable to redeem $50 XBOX Gift Card

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.