ORBI AC2200 Routerwill not reset!

My Orbi AC2200 Router (RBR40) will not reset to factory settings. I maintain meticulous records of my user names and passwords as well as security questions and responses.  I have been having slow internet speeds and it was isolated by my internet provided to the Orbi router and they recommended I login to verify the settings. However, none of my passwords or security phrases would work.  After many tries, they recomended I reset the router.  However, the router will not reset.  Thus, I am locked out of my own router.  I have owned this system for less than a year and called netgear to get help.  They tried to sell me a subscription to online support.  How can they sell a product that apparently locks you out, won't reset and then require you to pay them additional money to solve the issue?  I own two of these systems and this is the first issue I have had.  That said, I am really frustrated.  Thanks for your help!