CUBOT Phones not user friendly

Intellicell sold me a Cubot Note 20 and I created a Privacy Protection password in case the phone gets ******. I remove a simcard from the phone and it locked the phone. When I replaced the simcard back into the phone it requires me to punch in the privacy protection password. Since its a new phone and haven't tried to remove the simcard, I could not remember the password created. I send through an email to the company (Intellicell) to assist me to flash the phone. They told me that I am the one who created the password and I am the only one to be able to unlock the phone. They won't be able to assist me. I suggest that they come and collect their device and either they replace it with the new one as I haven't paid for it or take it and never return it to me and stop the debit order to be taken off my account.