Verizon wireless Changed service for prepay phones without notifying customer New York New York 10036

 I have a prepaid Verizon Wireless phone. I have had prepaid phones for years at Verizon. In the past few months my 'Backup Assistant' (for my contacts wouldl not connect (It di in the past.). Through the Verizon Wireless website the instruction for Backup Asistant did no loger match my phone (as it had in the past). The same was for a printout of my contacts (I have 2 earlier printouts). A new system using something called verizon cloud was necessary. It could not be downloaded to my simpler 'Feature Phone'. I first went to a Verizon store and they tried for over a half hour. They stated that it wasn't my phone (as they tried with mu number at the store). I then contacted Verizon Wireless through a chat function and after a half hour they were unable to help. They gave me the number for Technical Services. They also said After at least 3 calls, I was told I had to first call through another phone as they could not chck anything if I was on my phone. Some things were performed, but no luck. Finally, after calling with a neighbor's phone and spending 20 minutes trying to get a tech to understand he checked with his supervisor and I was told that tech services is not available for prepay phones, only postpaid phones. Apparently changed their system without notifying cutomers and leaving us stuck.