Visa gift card redemption

I have Verizon Fios service that is eligible for a visa prepaid card. I was sent an email today with a link and instructions to redeem the card, but the link takes me to my account dashboard; no 'on-screen instructions' follow as the email states. Tried multiple browsers. Same issue. Please help.

Re: Visa gift card redemption

Hi Tedeschi88,

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.