The follow request process is in place to prevent scammers in the private message system. It works a lot better when the rep sends the user a follow request first or a DM first. Alas not all of the VZW reps follow the same exact process for switching the conversation to a private method.

For now you have to wait for AdaS_VZW to check their individual username account for the community forum and accept your follow request. Unfortunately some of them haven't signed in to their individual username since it was created. Which makes me ever so thankful that the VZW rep I'm following does login to their individual username on the community.