Failure to download Apple Support app

thank you for replying. i am a new Apple person, from Android S23 Galaxy. the app was actually sent in an email from Apple who had helped me with my phone after screen share. She included it along with my case number sent some other information. So would that be an issue? i am still learning. The phone is definitely different from my Galaxy S23. thank you

I used the feature on my husbands Iphone where they call you back. So we called the support line, the recording came on and sceduled a call back. then we told her the issue and she screen shared with me. did we do it wrong?

Yes, I was. I am in the US. I have had a problem with my phone changing my settings, not me doing it, the phone. i had taken screenshots. the last person I talked to saw where my phone said I was in a managed group, something like that. i did get the screenshot. he told me if it continued, to call back because he believed I had been sold a used phone because it was managed. and it should not say that. i have had it two months but last night the individual was really rude, she didn't care about the case number from before and checked my phone and said everything was fine. and said the pther guy was an idiot. i thought that was strange.

I am near a Best Buy. So i just walk in?

Thank you so much for all of the information. i will contact them. i do appreciate it.