My name is ***** ***** certified professional with over 10 years experience. I will be glad to assist you with this.
I am sorry to hear that you are having this issue. This sound like a glitch in the firmware. The only option will be to try a master reset.
With the device turned off, press and hold the Volume down key.
While holding the Volume down key, press and hold the Power key for three seconds.
After three seconds, release both keys.
Ftom the system recovery screen, press the Volume down key to scroll to wipe data/factory reset.
Press the Power key to select.
With reboot system now highlighted, press the Power key to restart the device and complete the factory reset.