My name is***** will assist you.
I am sorry to hear that you are having this issue.
Follow these steps please>Make sure that your contacts and important data are backed up.
Remove and replace the battery to turn it off (you don't need to remove your SIM card).
Hold down the Power, Volume Up and Home buttons at the same time for about 10 seconds. Release them when the Android logo appears on the screen. This will bring up the unlock/reset menu.
To navigate through this menu, use the volume up/down buttons to scroll up and down and the power button to confirm selections.
Scroll down and select Wipe Data/Factory Reset.
Scroll down and select Yes - Delete All User Data.
When prompted, scroll to and select Reboot System Now. The phone will then reboot to its factory settings.
Please let me know if this does not work for you and we will continue working on your issue.
Please let me know if you need any other assistance.
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Thank you very much!