Fios Reward Card Not working

My card was delivered in a timely manner and easy to set up. My problem is that I can't redeem it. I went to use my $400 Verizon Reward Card for a purchase and it says its not authorized despite entering the right PIN. I called the 1-800 number on the back, visited the and both reported that I have a current balance of $400. I can't get through to a human to get assistence, which is frustrating. Has anyone else expereinced this? Are there any tips to make it work? Is there any phone number I can call where I can reach a person to support me if I run into this same problem again? 

Re: Fios Reward Card Not working
Champion - Level 1

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 here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. 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, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.