Cell phone not working properly

I just call intellicel now to ask them to do a factory reset on my phone because the VIVO phone is freezing, the phone is secured with the THINK ADAM security system which does not allow the customer to do the factory reset. The lady I spoke to said I must arrange my own courier and pay R300 for something which I can do myself if it was not because of their useless system. According to her they cannot do a factory reset remotely which is surprising because it was once done on my Oscal C80 before while I was experiencing the same problem.

The question is why must I pay the courier services for something which I can do myself if it was not because of the system which thy put on the phone?

This unfair and very oppressive to me as their client, I will not recommend intellicel to anyone.