NEED HELP OR I AM GOING CRAZY

I BOUGHT A VERIZON PREPAID SAMSUNG GALAXY LEGEND SCH-I200PP FROM WALMART AND ALSO PURCHASED THE EXTENDED WARRANTY.  NOW I CANNOT GET MY PHONE TO CHARGE, SO I STARTED A CLAIM AND THE REPRESENTATIVE TOLD ME TO REMOVE THE SIM CARD FROM THE PHONE BEFORE BOXING UP TO SHIP WITH THE UPS LABEL THEY PROVIDED.  ONCE THE LABEL IS SCANNED AT UPS, MY ACCOUNT WITH WALMART WILL BE CREDITED TO PURCHASE A NEW PHONE.......  THAT IS ALL GREAT, BUT WHERE IN THE WORLD IS THE CARD????  I AM SOMEWHAT TECHIE, BUT SOMEONE HELP ME BEFORE I PULL MY HAIR OUT......

I can't speak with 100% certainty, but I was under the impression that is long as your service is active, you'll be able to active another prepaid phone and keep your number. I thought the only time you lose your number on prepaid is when you fail to make a payment before the expiration date.
Your phones unique ESN/IMEI number is what gets tied to your account - so I imagine its just a matter of swapping out the old and putting in the new.

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