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Verizon won't let me use my rewards

I have accumulated nearly $700 in Verizon rewards, but no one will let me use them. It's a VERY long story, but after 6 days without a working phone, I switched carriers when no one at wireless would help me . . . even after sent to the "escalation" team on day one. After being a loyal customer for over 14 years, I quit. I've tried unsuccessfully since September to use my Verizon rewards dollars to pay my Fios bill. After many different responses/excuses, now Verizon says I forfeited my rewards when I cancelled my wireless service. The Verizon Visa site detailing the rewards terms and conditions says you only forfeit if you cancel BOTH wireless and Fios. Please help me! Talking to Verizon reps is about as useful as banging your head against the wall. Do I need a lawyer?

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Verizon_Support

I completely understand how frustrating this as been, and we truly appreciate your patience. Since Verizon Dollars are managed through the Verizon Visa Card program, you'll need to reach out to Verizon Visa customer service directly for assistance with your rewards. They'll be able to review your account and clarify why the rewards were forfeited. You can contact them at 866-313-9396 for further support.

-Dee

shopmommindy1

I have contacted them multiple times. Today's representative, Russ, an account manager, said they have no balances or totals. They post what I earned each month on my statement and report that to Verizon. They said they have no control over it. Their site clearly states that rewards are forfeited only if there is no longer a Verizon wireless OR internet account. Verizon wireless said they were forfeited when I quit wireless. I would not have quit if they didn't lie repeatedly to me with promises of help and return phone calls and then refuse to help me.

Verizon_Support

Hi shopmommindy1,

I understand how incredibly frustrating this experience has been, especially with a high balance of Verizon Dollars on the line. When you cancel your Verizon Wireless Service or Fios Service entirely, your Verizon Dollars are immediately forfeited. Here is the link to our Support Website below that offers more information on this process. I sincerely apologize for the back and forth that you've experienced. Please don't hesitate to reach out to us if you have any additional questions.

https://www.verizon.com/support/verizon-visa-card-faqs/

-Necia

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