They requested payment to "clean out " our laptop before they would be able to restore Trend. How the program was removed I have no idea. This occurred in January 2016, and the computer in question does some odd things now and I fear contacting them for their so called "service"
Guruaid has no contractual relationship with Trend Micro. Trend Micro is fully capable to perform the services provided by Guruaid, especially with Trend Micro Premium Support, of which you're a subscriber.
Do you remember how you were led to call Guruaid, made the payment, and perform remote service?
The "odd things" you're seeing could be due to Guruaid software that was installed for the "clean out", or from other unwanted software on your PC -- we cannot be 100% sure. One thing you could do is to use your Premium Support's "Security Health Check Service", which is already part of your subscription (i.e. no additional fee). We highly recommend you to use this service on the PC in question. To contact our Premium Support, please click the link below and find the number for Australia in the "Call Premium Support" section at bottom right of page: Ways to Contact Support
Thank you for being a long-time customer and a subscriber of our Premium Support!.