Permanently blocked

I unlocked my phone using my face and correct password yet samsug decided to permanently block it. Now they unable to assist in unblocking it. Want to me to go to a a store. I want the proof that I typed in wrong password and show me why my facial recognition didn't work. Irs been a week Noone can remotely assist and I don't have transport or time to go go to a store. It's a different case had my phone been ****** and I requested them to block it using a case number. Or block the sim card why permanently lock a phone without my permission and not be able to unblock it.