Hacked, in spite of Trend Protection.

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  • Updated 6 months ago
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I had an incident this past year which penetrated your protection. In July, my computer was taken over by "Microsoft tech. support" and cost me $649.49. I appealed through Wells Fargo, who have been helping me. Why didn't my protection work?
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dmstengel

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Posted 6 months ago

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TM_Jabi, Employee

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Hello dmstengel and welcome to the community! 

Let me assist you with this. 

First we have to know what really happened before the infection. 

Did you receive any popup message on your browser or receive calls telling you that your computer is infected? 

If yes, what did you do after getting the popup message or call? Did you allow or contacted the support line presented on the message or allowed the person who called you to remotely access your computer? 

Because it seems to me that the case that you have is one of the million Technical Support Scam case. Basically, if someone (fake support) got the permission that he needs on your computer to remotely access it, there's nothing that our program can do for that since he got the full control already, he can easily disable the program and install the threats or malware that he wants to install so he can get a bragging rights for you to pay the amount that he will request from you.

Providing the case history will be a great help for us so we can give you the answer to your questions. 

I hope this helps. 

Thank you and have a great day! 

Trend Micro Home Users Community
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dmstengel

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I know I did a stupid thing, but what I want to know is how did that pop-up get on my screen in the first place? 
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woodartisan55, Champion

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Hi dmstengel!  To the above answer I'd like to add that you start a "community membership" here at the Trend Micro Home Users Community.  We've heard this scam related here so many times in the last year or so that it is quite incredible it's still around.  But, when you sign up for membership, you receive emails when someone has a problem with their security or computer/device, whatever. You gain knowledge BEFOREHAND and are aware of how to deal with that problem from the experience of others, and the solutions to them from the Trend Micro technicians, like TM_Jabi above, and many others.

Knowing the experience of others, you are less likely to become a victim of the "bad guys".  It's worth giving it a try! 

(Edited)
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claudiu_botezatu

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" In July, my computer was taken over by "Microsoft tech. support" and cost me $649.49"

Your computer was not "taken over", you deliberately offered access to your computer to the fake "Microsoft tech. support" and further more , you provided a credit card number from where the money were paid.

So, I do not see how any software in the word can help in this situation.

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dmstengel

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I agree, there's no cure for stupid, but I already know that.  Perhaps "taken over" should have read, "deceived and lead down the trail".  My question is, how did that pop-up message get on my screen in the first place?  That's what I want protection from. 
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TM_Kiko, Employee

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Hello dmstengel

There are several reasons as to why this did happen.

One of the reasons that I am seeing is that maybe, you have clicked on advertisement, a link to an article or something that has caught your attention while browsing the Internet. These sites that you were directed with might have taken you to one of the scamming page.

While we are doing our best to prevent this from ever happening again, the administrators of those websites make their profit from the ads that they are posting on their sites and we do not have full control over their sites content

Trend Micro Home Users Community
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dmstengel

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Thanks for your comments and concern..... I don't really surf or click on ads much, but I suppose it only takes one.....we old-timers struggle with this kind of stuff. :(  If these bad guys are hitting on so many people, why can't Trend recognize them and defend against their attacks? 
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TM_Kiko, Employee

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dmstengel,

We have been developing several tools already to analyze the content of the sites that our clients are visiting. However, it is still best that we all keep vigilant with regard to our safety. I would recommend contacting us first if there will be any concerns with your computer's security and not any phone number that will flash on your screen.

Trend Micro Home Users Community
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woodartisan55, Champion

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dmstengel, I'm an "old timer" also and there are plenty more of us older folks here who are not that computer savvy, but we're learning, either from the helpful techs, or from one another. Join us!