Can the software of a (non rooted) phone affect its charging when turned off?

I bought a brand new Motorola phone. It was at around 70% of battery charge when I got it, but I've never been able to charge it. I plug the charger to the wall, the USB-C (factory provided) to the phone, and it just does nothing. Customer service chat wouldn't consider hardware issues before making me follow several default troubleshooting steps that clearly didn't apply to my case ("try force-rebooting", as if the phone was unresponsive – it isn't –, or "try factory reset: please charge the phone before doing it" – are you kidding!?) I would do the factory reset (I still have about 28% charge left, which should be enough), even if I find it pointless, but **can the software be an issue at all**? The phone won't charge even if it's powered off!