Almost 28 year customer here....I am at a loss at this point. I just got off the phone with another Verizon customer support call with no answers or answers that do not match the info in FAQs or terms and conditions. This was call number 13. I am trying to use my $900 to buy my daughters Christmas gifts! As the days go by, I am getting more and more stressed about this. When I go to redeem my rewards it forwards me to my Verizon account (FIOS), I log in and then it gives me an error page (attached) now allowing me to proceed. The FAQs about Reward Dollars CLEARLY say I should be able to use my reward dollars to buy ACCESSORIES while only having a FIOS account. Under the forfeiting section, I have not done anything outlined in this section to forfeit my funds. FAQs screenshots provided. The representative told me its her opinion I am required to have both wireless and FIOS accounts to use reward dollars! I was told the ticket will be processed and take several days; I asked if there was a way to call the dept and explain my previous efforts and time sensitivity....no luck on that. I have been very polite to all the customer service folks, but i am just very frustrated with this situation and now my daughters Christmas gifts will have to be changed unless something is fixed very soon.
