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Cannot Redeem Amazon Echo promo included in my signup package

When I signed up for a fios internet/tv plan, I did so on a promotion that included an amazon echo device which could be redeemed after 30 days. I got an email at the end of last month with instructions to redeem my device now that it has been 30 days since i started my service package, but the link in the email just takes me to my fios account page. There is no link on that page to 'redeem reward' as the email instructs me to click on. Haven't been able to get in touch with anyone who can solve this problem on the phone, and i noticed that other people have had this same experience when I googled. I'm hoping writing this post online will prompt verizon to get in touch with me with a solution to this problem. A company should honor what their promises and not make it an ordeal for me to redeem what was already agreed upon/paid for.

Re: Cannot Redeem Amazon Echo promo included in my signup package
Hi anon5321,

Your issue has been escalated to a Verizon agent. Please check your Private Message Inbox for a message from Verizon_Support. You can find your Inbox by clicking on your username at the top right corner of this page. Please direct all correspondence concerning your issue to the agents, who will be assisting you privately.