issue redeeming prepaid Visa gift cards

I recently received an email to redeem my Visa prepaid cards. After clicking redeem now and logging in there is no "reward tile" to complete the redemption as the email specified. Additionally, the "Chat with Agent" does not appear to work and I can’t even get a real agent to chat to help me work through this. Please help so my reward doesn't just expire while I wait!

Re: issue redeeming prepaid Visa gift cards
Moderator Emeritus

Hi avon_ally,

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.