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verizon visa card rewards problems

I am having a problem applying verizon visa card rewards to my wireless (or fios) bill.  I called Synchrony Bank (the card issuer) which referred me to a Verizon phone number. Calling the number referred me to an automated text chat (no talk option).  The automated chat let me link to a live rep chat.  The live rep spent 40 minutes (long delays in response) trying to understand the problem (when I access the rewards use option on the Verizon website, the "apply" icon goes blank when I try to apply rewards to the bill).  After this extended time and without any help the chat thanked me for chatting and "let us know if there's anything else we can do for you; we're always here to help."  (!!)