Unable to redeem $100 and $50 visa gift card

[cirrussly]

This is the second time I've had to write this because the internet decided to drop. I've been very disappointed with how difficult it has been to redeem the two gift cards I was promised when signing up for this bundle. I received an email today saying the gift cards were ready to redeem, but while the app showed the two gift cards there was no option to actually redeem and clicking on "learn more about this offer" led me to a brand new bundle which I did not need. I tried on the web browser and nothing about the gift cards popped up, and additionally when I reopened my app, the two gift card info completely disappeared! Considering many others have had this issue, it feels very dishonest and scammy... I have the email and screenshots to prove I was promised these giftcards at sign up. Please advise. 

[LawrenceC]

Hi cirrussly,

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 and may be delayed at this time. 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.