Like many others, I'm having the same problem with being unable to get my free 1 year of Amazon Prime and an Echo (2nd generation) for having signed up for Fios Gigabit service as a new customer. I've called and chatted with Verizon about 20 times now since the beginning of December (about this and other issues with my account), and I still have not been able to get a satisfactory resolution. And, every time I try to google this topic, I see that Verizon's unanimous response is to message people privately, which is unhelpful for the rest of us.
Verizon, please explain to everyone what the problem is on your end regarding this promotion. The last Verizon person I talked to about this told me that because I changed my service from the Triple Play package to Fios internet-only in the middle of my first month of service, that disqualified me from redeeming the holiday bonus. This is completely false. The promotion also applied to new customers who opted for Fios Gigabit service only (see: https://www.verizon.com/about/news/new-fios-gigabit-connection-customers-get-year-amazon-prime-verizon). Please help me get this resolved immediately. Thanks.