Cannot redeem reward gift card

Hello I cannot redeem the gift card from my email they sent me. I tried the Fios app and chrome and safari nothing works. Not to mention I spent 45 minutes in the phone this afternoon trying to see when the email would be sent. Please someone help this is ridiculous. 

Re: Cannot redeem reward gift card

Hi Needmygiftcard,

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.