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LouisAZ

Possible Fraudulent

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Today, I noted that my MBAM Premium was not running, and that it was not installed.  It apparently had been uninstalled inadvertently by me or by another program (perhaps a virus or malware).

I went to the Malwarebytes homepage and searched around a bit to see how to reinstall my MBAM Premium.  I have a Lifetime version and I kept my product key and ID. 

Not sure which version to download and install, I went to the Internet and found a website that offered Malwarebytes tech support.  It appeared to be legit, but I was (and still am) not sure.

After providing my email address, I received a "chat with tech popup" that I opened.  They tech requested my telephone number.  I received a phone call from 1-209-257-4300 -- a California number.  The male spoke with a foreign accent --  probably from India or another Middle Eastern country.  He said he could help me reinstall my missing MBAM Premium.  I agreed to let him install a remote user program and he proceeded to download the current version of MBAM Premium.  I watch his every move.  I did provide him with my MBAM product key.  It installed quickly and we ran a scan.  No issues.  The account information on the reinstalled program was correct. 

He did  not ask for any credit card numbers or other forms of payment.  We both speculated on how the version was uninstalled.  He decided to check by TASK MANAGER and noted that I have two Csrss.exe files running.  He immediately informed me that my PC was infected with a Trojan.  Fortunately, I've been through this issue before.  In fact, the legitimate Csrss.exe file is required and important.  It is legitimate -- if it resides in your \Windows\System 32\ folder.  The tech did not right click on either of the Csrss.exe files to determine their location (they are where the should be).

He was completely convinced that my PC was infected with a Trojan.  He said that I must take it to a Windows certified technician to remove the infection.  I asked him why Malwarebytes could not detect and remove the infected Csrss.exe files.  He said Malwarebytes cannot do that.  (REALLY!) I asked him if he could recommend another program to remove the (presumed) infection.  He said NO, only a certified Microsoft technician could do the job.  He seemed to sense that I was very skeptical about his diagnosis and asked if there was anything else he could do for me.  I said no and terminated the 2-way chat and the program that allowed him to access my PC.  After our contact, I removed (deleted) the 2-way program used by the technician. 

Whoever he was, he didn't know what the hell he was talking about with respect to the Csrss.exe files.  Before writing this, I used Totalvirus to scan my Csrss.exe (and related) files.  They are clean.  I've also re-scanned my PC with multiple programs Including EMSISOFT, AVAST, and Suerpantispyware (in addition to MBAM Premium).  My PC is behaving as it should.  No issues whatsoever.

I have submitted a support ticket because I would like to formalize this event with Malwarebytes.  Either they are using an ignorant technician to provide support or this guy was a fraud.  I checked the telephone number the tech used and it is legitimate and apparently has never been used as for a SPAM or other illegitimate purpose.  Yes, I know there are programs that allow the fraudulent use of legitimate numbers.  This could be one of those.

Below is a screen shot of all of my Csrss.exe and related files.  None are infected -- according to MBAM, Totalvirus, etc.

ANY AND ALL COMMENTS ON THIS EVENT WOULD BE HELPFUL.imageproxy.php?img=&key=7f5738b24d726c1e

FYI, I am a loyal customer and believe that MBAM Premium is a superior product.

Louis

4-28-2018.JPG

Edited by LouisAZ
Change typo in title FRAUDULENT

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***This is an automated reply***

Hi,

Thanks for posting in the Malware Removal for Windows Help forum. Being infected is not fun and can be very frustrating to resolve, but don't worry because we have a team of experts here help you!!

Note: Please be patient. When the site is busy it can take up to 48 hours before a malware removal helper can assist you. If no one has replied to your new topic after 48 hours please contact a Moderator or Administrator to let them know.

 

First, if you haven't done so, please run a Threat Scan with the latest version of Malwarebytes. This may resolve your malware infection issue without the need for additional support. Click "Reveal Hidden Contents" below for details:

Spoiler

Malwarebytes can detect and remove most malware with no further actions required for free.

If you do not have Malwarebytes, please download it here and install. Be sure to post back the log as shown below.

  1. Open Malwarebytes for Windows
  2. To the left, click Scan > Scan Types.
    image.png
  3. Select Threat Scan. Threat Scan is the most thorough and recommended scan method available.
    image.png
  4. Click Start Scan

Next, if you're still experiencing issues after running Malwarebytes, then technical logs will be required to assist you. Click "Reveal Hidden Contents" below and follow the instructions to run the Farbar Recovery Scan Tool:

Spoiler

Don't use any temporary file cleaners unless requested - this can cause data loss and make a recovery difficult.

Please download the Farbar Recovery Scan Tool here and save it to your desktop. Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit

  1. Double-click to run it. When the tool opens click Yes to the disclaimer.
  2. Press the Scan button.
    _frst_scan.jpg.d10e66dc03e35ede4fdcba12b
  3. It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
  4. The first time the tool is run, it also makes another log (Addition.txt). If you've run it before it may not and you may need to select it manually.

Finally, attach the Malwarebytes Threat Scan, FRST.txt and Additional.txt logs to your reply and Follow this topic to get notified when an expert has replied. Click "Reveal Hidden Contents" below for details.

Note: If you are unable to attach files, please copy and past the contents of the requested files in your Reply instead. 

Spoiler

To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

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After posting your new post, make sure you click the Follow button near the top right of this page, and select the option "An email when new content is posted Change how the notification is sent" so that you're alerted by email when someone has replied to your post.

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Please Note the Following:

  • One of our expert helpers will give you one-on-one assistance when one becomes available.
  • Refrain from making any further changes to your computer (such as Install/Uninstall programs, using special fix tools, delete files, edit the registry, etc...) unless advised by a malware removal helper. Doing so can result in system changes which may hinder the attempts by a helper to clean your machine.
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Troubleshooting Tips

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Hi @LouisAZ. Unfortunately, the company you worked with is not us and they are running a scam. Our official support team doesn't offer chat on the weekends (you can see options here). Wanted to share this ASAP so you know what's up.

As far as your machine and what's going on, hang tight and one of our community members here will jump in and help you. Please make sure you complete the steps above as those will help us serve you better.

Edited by msherwood

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Thanks for the prompt reply. 

Yeah, I was suspicious.  I've used support tickets in the few other times, I've need some MBAM support.

This knucklehead said that he was with the Malwarebytes support staff.  Also, the phone number I noted in the initial message, responds with an innocuous answering machine message.  Using reverse lookup programs, the number is registered in Pine Grove, CA to an individual.  I've left a message on the answering machine to return my call.

This is important.  He used Ninite to download a new version of MBAM.  I asked him WHY he didn't go to the Malwarebytes website.  He gave me some lame answer.  The version downloaded and running is 3.4.5, which appears to be operating properly.  I'm guessing he used Ninite to not leave any crumbs (tracks) of his downloading from MBAM.

Best,

Louis

 

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Hello @LouisAZ

Following up. Did you still need help with this? If so, please run the following and we'll check and see what's going on.

 

Please run the following steps and post back the logs as an attachment when ready.

STEP 01

  • If you're already running Malwarebytes 3 then open Malwarebytes and check for updates. Then click on the Scan tab and select Threat Scan and click on Start Scan button.
  • If you don't have Malwarebytes 3 installed yet please download it from here and install it.
  • Once installed then open Malwarebytes and check for updates. Then click on the Scan tab and select Threat Scan and click on Start Scan button.
  • Once the scan is completed click on the Export Summary button and save the file as a Text file to your desktop or other location you can find, and attach that log on your next reply.
  • If Malwarebytes won't run then please skip to the next step and let me know on your next reply.

STEP 02

Please download AdwCleaner by Malwarebytes and save the file to your Desktop.

  • Right-click on the program and select RunAsAdmin.jpg Run as Administrator to start the tool.
  • Accept the Terms of use.
  • Wait until the database is updated.
  • Click Scan.
  • When finished, please click Clean.
  • Your PC should reboot now if any items were found.
  • After reboot, a log file will be opened. Copy its content into your next reply.

 

RESTART THE COMPUTER Before running Step 3

STEP 03
Please download the Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens, click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). If you've, run the tool before you need to place a check mark here.
  • Please attach the Additions.txt log to your reply as well.

 

Thanks

Ron

 

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Due to the lack of feedback, this topic is closed to prevent others from posting here.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this topic. Other members who need assistance please start your own topic in a new thread.

Thanks

 

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