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Hi there and welcome to Just Answer, my name is ***** ***** I look forward to helping you.
I’m sorry to hear you're having trouble. I know that can be frustrating. Hopefully, we can get this resolved quickly.
Go to www.icloud.com
Sign in with your Apple Id, click Find My Device, click on the phone then erase phone and it will then be returned to new.
Let me know how you go please