Xbox one x can’t move

Waited three months for the game, joined vip, landed on playing Zane, pre- ordered deluxe edition.
Finally got to play tonight. NOT. Selected Zane, got off the bus, claptrap gives me an echo, and I can’t move. Restarted the Xbox, same thing.
My wife can play amara just fine.
I’m kind of disappointed after all the hype and then this. And the amount of time it takes to fast travel is stupid. How do I get a refund