Can't redeem new customer offer

A few weeks ago I got an email telling me that if I changed to Verizon Wireless (adding it to my Fios account) I'd get a few discounts and Airpods. In Verizon's store, I was told to wait for an option to redeem in my account. Now, a few weeks later, I still don't see an option to redeem. When I cal Fios, they tell me to call Wireless. When I call Wireless, they claim to know nothing about this. I don't know what else to do to get the promised AirPods. Can someone help me?