Verizon prepaid brand new *** dollar phone doesn't work!

Anything!! ... I bought a new iPhone ** two weeks or so ago. It's under warranty. Between chat and phone I spent more than ** hours between Verizon and apple. It has just frozen and nothing, even the simplest things like shutting it off to reboot will work. Because of this I asked them to reactivate my old phone and now neither of them will work. They don't listen or even read what I say in chat so I get answers that don't even apply. Please help.

* hours between Verizon and Apple and no one can help! They don't even read text in chat and come back with answers that don't even apply.

please fix the under warranty phone and get info in my account correct.

I've been a customer for many years and this is the *nd brand new phone that I've had huge problems with. I've been loyal. They are not.

I've tried everything they've told me to do. I want a label to send the phone for repair (I have insurance) and meanwhile I want the old phone to be able to use, and it doesn't.