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Unable to redeem my $100 gift card

After waiting for 3 months after my install date as I was told, I received my $100 gift card for Fios welcome bonus.  I have received an email that I can use my e-gift card online at or at any store near me. 

However, I couldn't use it at the store nor online.  When I tried to buy an airpods at, it let me check the balance of my card, but didn't let me apply the gift card amount to my order when checking out.  Please take a look and solve this problem for me.  It also happens to my friend too.   

Your help is appreciated.

Re: Unable to redeem my $100 gift card

Hi Teecoffee,

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. Please direct all correspondence concerning your issue to the agents who will be assisting you privately.