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Can't redeem my $150 gift card

I have tried to respond to the e-mail advising me that my reward is ready to be redeemed.  I have tried to redeem via the app and my online account.  I do not see the redeem tile when I click on the link in your email.  Please help!

Re: Can't redeem my $150 gift card
Community Manager
Community Manager

Hi Rikki,

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. 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.