FORGOT MY PASSWORD, CANT ACCESS THE PHONE

I CALLED THE COMPANY ON MONDAY TELLING THEM THAT I FORGOT MY PASSWORD ON MY PHONE, I WAS GIVEN A LINK TO DOWNLOAD A SOFTWARE THAT WILL FLUSH THE PHONE. I DOWNLOADED THE SOFTWARE BUT I AM HAVING TROUBLE INSTALLING IT, I CALLED AGAIN BUT THE CALL CENTRE IS ALWAYS BUSY, THERE ARE NO SERVICE CETRES IN SIGHT SO I CANT TAKE MY PHONE ANYWHERE, MY PHONE HAS BEEN OFF FOR A LONG TIME AND ITS ANNOYING <br> REGARDS<br> <br> VHUTALI THEMELI