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LG 800G tracfone : Lock icon (set to NEVER) delays, prevents all calls

LG 800G tracfone; With every call, dialed or received, I get the lock icon on the bottom of the screen with the instruction to; Press & Hold to unlock.  If I am fast enough, the call will continue.  However, if I have to press an extension number, by the time I go through this unlock process (which will then in written instructions,  tell me to click on the dial pad icon to continue...the phones' full screern dial pad is dimmed as well) I am told to try my call call again later. The auto lock is set to "never". This constant process for every call is just not acceptable. When I tried to call for assistance with this problem, I was told I would be sent a new phone...I see the icon already with the new phone. Help please. 

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