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Trouble redeeming $100 visa prepaid card reward

I got an email to redeem my $100 visa prepaid card reward, however it tells me to click on the “rewards” tile on the app, but it does not exist. I also cannot get a hold of an agent to fix this issue. 

Re: Trouble redeeming $100 visa prepaid card reward
Community Manager
Community Manager

Hi Quinnlinn,

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 your username at the top right corner of this page and then clicking the envelope icon that appears at the top of the menu. Response times may vary and may be delayed at this time. 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.