Authentication Error Server Can not be reached

The volume is getting reduced right at "0" on me: https://youtu.be/toxHL5euw6A

I am specking in this screen recording but it seems someone extracted the volume on me. But, what is happening to my best guess, someone has reprogram my software sound on my alarm clock, so the volume is high but it is very, very low. I guess the extraction of the sound was to keep this person from getting caught and you from hearing it what is going on. https://youtu.be/8mC9Bg01sbU

Now, I was speaking with Daniel from Apple Support and he said the tech want me to disable my activation lock on my iPhone XS for some reason. He said some how Apple sold me a new iPhone XS and it was used and the person before you who had it did not sign out of the device all the way. I had a difficult time believing this because I have even exchanged the my iPhone XS a few times trying to resolve this issue.

This is a video that shows what Apple Support what me to do, I do not understand why?

https://youtu.be/XaRNG3i2GeM

The picture below that I read some on scares me to do this because of the access it will open to what and will my Apple Device be able to be locked again?

So, I'm concern and I would like to know how is this going to affect my data, how is this going to affect my device safety? I'm not sure how all this has happened...But, it has never been safe obviously.

On my iPhone 6s I was just told that I did not have enough memory, now this on a new iphone XS and it did not happen till I ended the old phone number on the other device.

I told them I have evidence on my iPhone and in my data I do not want to lose.

I was told that if I did not fill out this form and do this, Apple could not fix the problem of the Authentication error.

Please help me find out what is really going on.

Thanks

vickyl71