New iPad has been “lock to owner” due to several failed password attempts

My wifes new ipad has been “lock to owner”. Due to forgetting password and too many fail attempts. I provided apple support apple.com a copy of original receipt along with serial number and address where purchase.

Received a reply from security within a hour that request was denied with no explanation and no instructions as to what to do next! I’m 85 years old and paid $498.00 for ipad and this seems unreasonable and extremely unfair. Told decision made by security an no one can contact them or eve know who they are.

[Re-Titled by Moderator]