Verizon cell phone replacement ?

[LOKOS]

I just replaced a DROID x cell phone with Verizon for software issues and the phone was in no way damaged it was returned in mint condition.and today I received email charging me $300 for the replacement due to damaged phone...I spoke with a rep who insisted I returned a broken phone (when clearly I have insurance and would know better) and I am returning this replacement to avoid charges...I requested and received pictures of the phone and its missing the glass screen,however it was not shipped like that and im being frauded and don't know to proceed....I've been a loyal customer with 5 lines for 3 years please help thank you