Can't enter a number to go into a choice

[curtqn02]

I have a unlocked Verizon samsung S5. I use with T-Mobile. It works fine except this problem:
For Example: If I call my bank. A recording message: "press number 1 for English, press number 2 for spanish etc..."
If I press number 1. Nothing happens(it seems like the keyboard doesn't work). I've gone into Setting and try everything but it still doesn't work.
Anyone has any idea how to fix this problem or this is the way for a Verizon unlocked phone is if using a different Network carrier.

 

[B. Diddy]

Open the Phone app, tap Menu>Settings>Call Settings, and look for an option for DTMF Tones. Make sure they're set to Long.