Called Norton phone number listed in their website to ask about a bill on my credit card that seemed too early. The guy in India looked into this and said that the billing was in error and not to worry about it BUT he got into my pc and looked around and announced that my pc (one year old and protected by Norton) was infected and could only be fixed if I paid them $199 (!!!) to fix it. I told them that it didn't sound right but I would get back to them.
Can this be legit? $199 to remove a virus? The PC only cost $350! Could this be a fake scam site?
I'd try to talk to Norton again (making sure to use the correct number or using online support chat) and be sure about the bill on your credit card. If this was some kind of scam, then when the guy said it was in "error" and "not to worry about it" that *could* mean he couldn't really access your account to look at it, so he could have just told you that so that he could move on to the rest of his agenda.
Secondly, if he accessed your computer remotely, that would make me uncomfortable since you don't know if he was legitimate, and I would thoroughly evaluate my computer's security and be sure it hasn't been compromised, infected with malware, etc. At a minimum, if it were me, I'd run full-system scans with Norton, as well as get "second opinions" with the free versions of Malwarebytes and Superantispyware which can be downloaded. If you do use those 2 programs, it is recommended to use the free versions because they are run *on demand* only to avoid conflicts.
I'm not sure if you have the luxury of having made disk image backups, but if so and this turns out to be a scam and the guy accessed your PC, then one could consider wiping the disk and restoring a disk image backup, and verifying that the restored disk is virus/malware free, etc.. I realize you might not have such backup images.
How was he able to access your PC remotely; did he ask permission to do that? And, if so, why did he say he needed to access it? Obviously someone with remote access *could* also access sensitive files, or even gain other privileges.
Hopefully someone from Norton will see this thread and comment on this whole scenario and whether or not it has anything to do with Norton's Support.
I do not think the OP allowed the access. I told them that it didn't sound right but I would get back to them.
bdenley
As SendOfJive notes this is probably a scam. Many, many posts here note that they cannot find a phone number for Norton. What web address did you find this phone number.
Howdy. The OP wrote that access was indeed achieved. Here is a quote from the original message:
"he got into my pc and looked around and announced that my pc (one year old and protected by Norton) was infected and could only be fixed if I paid them $199 (!!!) to fix it"
How he got into the PC (if he did) I don't know, but the OP at least thinks that he did. It was the payment of the $199 that he said he would "get bck to them" over. I suppose it's possible that the "support person" lied about accessing the PC, but the OP will know if he allowed a remote connection or not.
Sorry I missed that. Sometimes I try to read too fast.
Back to the best advice is to contact Support via online chat at www.norton.com/chat to ask if the charge is legit. If not, contact your credit card company and dispute the charge.
Thanks to all for the replies. Yes we did authorize them to remotely access the PC. Funny but after we hung up I noticed the web cam light was on - gave me the creeps! I immediately rebooted the PC.
I thought Norton would protect my PC but the $199 charge request stunned me! I will try calling again aftre checking the number.
Called Norton phone number listed in their website to ask about a bill on my credit card that seemed too early. The guy in India looked into this and said that the billing was in error and not to worry about it BUT he got into my pc and looked around and announced that my pc (one year old and protected by Norton) was infected and could only be fixed if I paid them $199 (!!!) to fix it. I told them that it didn't sound right but I would get back to them.
Can this be legit? $199 to remove a virus? The PC only cost $350! Could this be a fake scam site?
Thanks to all for the replies. Yes we did authorize them to remotely access the PC. Funny but after we hung up I noticed the web cam light was on - gave me the creeps! I immediately rebooted the PC.
I thought Norton would protect my PC but the $199 charge request stunned me! I will try calling again aftre checking the number.
Brian
Rebooting the PC will not be enough. If they have accessed your PC you need to check it thoroughly.
You should run a full system scan with Norton in Safe Mode.
