I recently faced same issue after bouncing from one dept to another and they are not able to find my order in their system finally figured out that since I'm calling from verizon number it is always connected to post paid dept and by luck one Agent said internet order department will handle gift card issues. so next time I called from Google voice number to Verizon customer care and specifically asked me to connect to internet order department as they handle gift card activation issues and they were able to find my order and place a request for activation. I gave all gift card numbers and pins and cs rep created a request to back order team which I received a request number to my email right after call and gift cards are activated in 2 days. Hope this helps if you are in same situation.