passcode recovery

It was the phone, she did not completely understand that if she agreed to do that there was nothing anyone can do to unlock it if she can not remember the password, a Samsung A54 factory reset will not give you back control, some new rule or law to protect from theft. Now she has no use of her phone.

@user_s6in38​ I would take up this issue with the person at the bank or branch manager. I did find video instructions online to factory reset the phone. You should Google "How To Factory Reset Samsung Galaxy A54 5G - Hard Reset" 

I was told at comcast that if you factory reset you still need password to unlock your phone because of the new rule or law for protection of the owner or buy a new phone. Is there a step-by-step procedure to do what you're saying without messing up my phone altogether?

@user_s6in38​ This video will help you solve the issue. The phone however will be wiped clean of everything like when purchased new. Hopefully you were backing up the phone to Google or Samsung so you can recover all of your contacts, messages, phone settings etc. https://www.youtube.com/watch?v=fvdMz1O2Wng