Also what is the full make and model pf the device and carrier . Try this combo
1.) Power off the phone by removing the battery.
2.) Replace battery.
3.) Boot into recovery by holding Volume DOWN and power button until the android with the triangleappears.Thiswill appear AFTER the android that is by himself!! (about 30 seconds)
4.) Press the home button
5.) Navigate to the 3rd choice - " wipe data/factory reset". Select by pressing the menu button
6.) Navigate to YES and select by pressing the menu button.
7.) When the wipe is complete, navigate to and select - "reboot system", again with the menu button.