Hi, I'm Jamie.
Sorry to hear that you're having trouble with this but I'll do my best to help.
What operating system do you have?
Is your mouse pointer shown on the lock screen? Can you move it?
So when you click on the screen it doesn't unlock or ask for your password?
What about when holding down, control, alt, delete. Anything happen then?
Or hitting space on your keyboard.
Do you have a wireless keyboard and mouse?
Your keyboard it is USB?
I didn't ask for another fee. Sorry if something popped up asking.
Try plugging it in a different usb slot. Also does your keyboard have a caps lock light? can you make it go on and off by pressing caps lock
Do you have a usb keyboard to try to plug into your laptop?
Hello, and thank you for using this service.
I an experienced IT professional, and will assist you now on this problem.
I would like to know if you have tried to HOLD IN the POWER BUTTON on your laptop until the unit turns completely off, and then continue to hold the button in for a few more seconds. Then, power back on again. If you haven't tried this yet, please do, and it may fix the problem. If you have tried it, then please try it again, and let me know what happens when you get to the Windows login screen.