Personal Information stolen

Norton Security | Norton Internet Security
1

To whom it may concern.

I’m posting this here as it is the only place I can, Norton has thwarted all other attempts.

I totally and completely dissatisfied with my Norton 360 product. Words fail to describe how unhappy I am with Norton.

My problem, I purchased Norton 360 a premium product due to their strong brand reputation and the customer support. It was hoped that Norton would live up to it’s description on the back of the box. It sadly does not. I hoped for protection from viruses, intrusions and malware. I was not.

My complete vulnerability was demonstrated when a consultant form “Microsoft” contacted me today to tell me how many viruses where infecting my computer. Needless to say it was a scam, however before the call ended the consultant was able to tell me (he already knew) my name, address, Id, phone number and computer ID. Thus my Identity had been completely stolen…

I purchased Norton so I could have peace of mind while using the internet. While I realise the cyber crime world is constantly developing and Norton can only react as new threats become available, I was still very disappointed that my information was stolen on my very first disclosure of these facts when apply for jobs. I thought my product being updated and running would offer some protection.

While I understand that no product is fool proof this is my experience… I realised my information had been compromised so I decided to contact Norton, this lead to endless have you done this message in which I learnt there was a newer version of my product available which could help… Why wasn’t I made aware of this sooner. The horse had already bolted at this point in time. Second Norton power eraser if it’s so great why isn’t standard in my product eventually sick and tired of downloading endless additional components that require advanced IT degrees to understand I attempted to contact Norton.

I hoped that buying a premium product would provide me with someone to hold my hand if the worst happened. (I hope this reaches you guys, but who knows). Trying live chat told me my browser was out of date. Hmmm. Trying to e-mail Norton told me I had a invalid product Key, that’s just hopeless. I can’t get Norton support for love or money and the wheels have fallen off badly.

I’ve now downloaded Malwarebytes and a trial version of Avast to try fix the problems with my PC. Fingers crossed.

My problem the consultant from above told me my PC was starting slowly for the last two weeks, and it has which has been concerning me, but I’ve been writing honours exams. However after having had this scare I’ve full scanned my PC with Norton and still my PC is starting slow (10-15) minutes at start where my hard drive is constantly working. My question is whether or not this indicates undetected malicious software or normal usage, and if so what to do…

Format, wait for a Norton miracle.

Can I get customer support? The hell I can.

Sadly 202 days of Norton left.

Since typing this out Avast has discover 2 undetected threats and Malwarebytes 4.

Once again sterling job guys.

I wrote the above when I was still angry, before I tried and tried and tried to get support. Now I could Weep. I hope everyone understands why I will be unable to support Norton in future.

Matt

 

[Edit: Clarified subject]

2

Hi MATTSALOG,

 

Did you permit the scammers to remotely access your PC?  If not, then it is highly doubtful that the scammers were able to access any information stored on your computer.  Obviously they already knew your phone number and much of the other data can be obtained in other ways, including social engineering tricks which can glean much just from talking to you on the phone about the purported computer problem.  Just asking you what you see on the screen can tell them what operating system you are using, for example.  These scams are well known. 

3

Matt,

 

It's understandable that you are upset but you have encountered a situation that the most perfect security application cannot protect you from -- someone has approached you (by phone or on your computer screen?) and gave you information which does not necessarily come from access to your computer together with an invented infection catalog ...

 

So this is a classic con trick and no different than someone emailing you and saying they are a relation and are stranded  in London and need a $1000 to solve some problem. The con artists out there can get all sorts of information about us from publicly accessible sources.

 

And if you had fallen for the con trick and said "Oh Yes please have a look at my PC and tell me what's wrong with it" they would have installed some bogus software that told you everything was screwed up but for $99 they could fix it. And if you had then realized the trick and broken the internet connection you would have found some malware installed that you could not get rid of!

 

So luckily you didn't get hurt .... believe me all that information can be assembled by the malware artists out there.

 

So let's deal with the real stuff that you have a Norton product that does not work and you seem to have been messed around in trying to get help. Well for help you are in a good place because we are all users like you and someone here has been through such problems.

 

I'm sorry that you did not get on with the Norton support you tried so far. All the feedback we get about the CHAT support is favorable but for any remote support the major difficulty is they can't see your machine -- we can't either that's why we have to ask so many questions.

 

Please help us help you by answering a few questions -- some may seem stupid or may be in your message but the messge is long and cramped so let'ls get it together in one place:

 

Is yours a commercial computer that comes with WIndows preinstalled? Did it come with or have you made the RRecover to Factory condition disks that take the place of the Windows Installation Media we used to get? It might help to know the make and exact model of PC in case we need to look something up about what comes on it.

 

What version of WIndows do you have including Serivce Packs and is it 32 bit or 64 bit? What browser and version are you using? If your Windows is 64 bit are you using the Internet Explorer 64 bit or 32 bit version (not a silly question since Microsoft put both in their Windows 7 64 bit version becasue the 64 bit one has some problems interacting with other applications.

 

What security program -- maybe a trial one if you had bought a new PC -- was installed on your PC before you installed Norton 360 and how did you remove it before installing N 360?

 

Where did you buy your Norton 360 from? Did you buy it on line from the Norton store and download it from them? Buy it and download it from someone else? Buy it in a store on a disk .... ?

 

If you bought it on line from Norton did you get an email from them with the activation KEY in it.

 

You refer to the Norton Power Eraser -- this is a very powerful tool and unless you know enough about it and Windows to answer the questions whether to delete something or not it can cause more harm than good. That's one reason why it's not included with normal products; It should only be used under informed direction. Did you run the Norton Power Eraser and did it find any malware? Does your computer still run OK after running the NPE and OKing what it listed?

 

Malwarebytes was the free version I hope since if not it can interfere with other security applications.

 

Did you uninstall Norton 360 and run the Norton Removal Tool before you installed Avast? Of not again you can get interference even if you only uninstall -- this is not limited to Norton; other security applications including Avast have their own tools to clean up when you remove them.

4

Thank you for replying Sendofjive and hugh,

I apologise for the cramped e-mail, but as you can imagine I was and still am a little frantic to try save my sinking ship. Please find my answers to your questions at the end, Hugh, I reveived your reply as I was finishing replying to sendofJive.

 

It is great to hear anyone’s voice out of the void of Symantec. Thank you for your timely reply even on a Sunday. I don’t believe I allowed remote access to my PC, as when they wanted to forward me a link I started asking questions and the “consultant” became angry and hung up, I never received any link by e-mail. My data could have been obtained in other ways? I very paranoid, I don’t take part in phone, internet or mail services, I shred all papers with any hint of my information, including pealing labels of medicines from my doctor. I don’t conduct any of my affairs online. If I must join any forum on the net I do it under a handle with incorrect data, except this forum as really my data is already gone. However over the last three weeks I’ve been applying for jobs online and have had to supply legitimate details. I found it funny that then suddenly someone phoned me with this data, as my Norton 360 specifically tells me I have Identity protection, which blocks phishing site, secures, stores, and manages logins, passwords and personal information , prevents hackers from eavesdropping and stealing information as you type. While I can’t prove that my data wasn’t stolen at my bank, doctor or university it is highly unlikely in my opinion (remember they had my PC’s reg number).

My problems in no particular order

I’ve been a victim of attempted cyber crime, I was unable to get technical support to guide me in what to do for example file a police report and how to ensure no maleware was still infecting my pc, warning the rest of the world. Instead I got endless downloads for great Norton products!

My machine is starting slowly a direct thing mentioned by the fraudsters, even though Norton 360 which claims “reduces your PC’s startup time” “optimises PC performance with disk clean up” “Provides clear insight into recent PC activities to help prevent slowdowns” I wanted to know if this is a threat or Norton as usual.

I can’t get my free e-mail, chat or phone* support as my Norton key is invalid (it is a 3 pc key used only on my machine) 199 days remain.

The fact that newer versions of the product where available for download only as support if you’ve been a victim of cyber crime, I believe prevention is better than cure why wasn’t it automatically updated?

Where can I file a complaint with Symantec Customer support?

I the sales man had told how poor Norton was at customer support I would have bought something different, Avast has been very helpful and I don’t even own their product (free trial).

 

Thank you for your help I do appreciate it,

 

Answers to questions,

My Laptop (dual core 4 gig ram) came pre-installed with windows 7 64 bit which I purchased alongside my Norton product. (Reading the back of Norton tells me 64 bit anti phishing not supported, if only this fine print had been some how marked or brought to my attention).

I created product restore dvd’s when windows prompted, and I have them in front of me. My machine is an Acer Aspire. It came with a 3 month Mcafee, which worked well. I uninstalled it prior to installing Norton.

I did run power eraser and it tried to delete itunes launcher.

Avast and malwarebytes are free versions as I had no idea what else to do. I did’nt uninstall Norton before installing either program, I’ve noticed no difference in Pc performance.

Thank you guys for reading my ranting and thank you for the help.

 

Matt

5

One thing you may find is that unless you have a very generic last name, a Google search can turn up a surprising amount of information on a person, as well as reverse telephone numbers. It allows scammers to convince people that they have more information than they actually have.

 

Avast will conflict with Norton as it scans in real time, and unless you used the McAfee removal tool, it is likely that there are some remaining files that could cause the slowness that you are noticing.  Most security products are so deep into the operating system that they have their own tools to get the files removed.

 

If you are concerned, I would suggest removing Avast and N360 via add/remove, and running all three removal tools in order to get a clean reinstallation of N360.  It would give you more assurance that everything is working properly.  Malwarebytes is not a problem and is well worth having on the machine.

 

Let us know if you would want to do this and we will provide the tools required.

6

Thanks Delphinium,

 

Funnily enough i have a very generic surname and first name, to give an indication, my cousin (younger) has the same name as me. When I googled myself found my name but not me. Few of my friends ever find me on facebook.

 

About a week ago I had to hand in a project at varsity, so I put on my usb and printed at varsity. However when I plugged it in the icon changed instead of the grey drive picture a very pixilated folder appeared and a hidden file containin show.exe appeared on the drive. I was concerned but had a class. I waited two days updated my Norton and the plugged the drive into my pc, scanned it and Norton found no threats so I formatted the drive as I was still uncomfortable with it.

 

I removed mcaffee via add/remove programs in control pannel, should it be done differently?

What tools do I need? 

 

Thanks again.

 

Matt

7

McAfee has a special removal tool to get rid of all its files.


http://community.mcafee.com/message/91357#91357

 

The Avast tool and instructions are here:

 

http://www.pchell.com/virus/uninstallavast.shtml

 

If you want the Norton tool and new download, we will need to know whether you have the standard or premier version of N360.

 

 

8

matt,

 

Sorry not to come back sooner....

 

In one of your messages you used the term "varsity" -- are you based in the UK? Speaking as an old Oxonian (in both senses) Varsity implies one of two places!

 

My reason for asking is that you are using Norton 360 and we have had several people post here who turned out to be UK Based and who had purchased Norotn 360 from PCWORLD ..... not that there is anything wrong with PCWORLD as a company; I know of them and have bought from them when I've been in the UK ... BUT it turned out that they purchased Norton 360 GOLD Edition on a CD and it turns out that this is a strange beast since it is apparently the netbook version that comes on thumbdrive so you can install it on netbooks that don't have otical drives!

 

And this matters because the KEYs are not interchangeable between versions -- could you have by any chance installed the normal Norton 360 Standard or Premier and then found that Norton said you KEY was not genuine because in fact it was for the Norton 360 GOLD Edition?

 

So could you tell us more about the copy of Norton 360 since there are 5 sub-versions:

 

Standard

 

Premier

 

Standard Netbook

 

Premier Netbook

 

GOLD

 

and as I said the keys are not interchangeable.

 

Did you get a GOLD version and was it from PCWORLD ... or from .... ?

 

What media did it come on and did it have a KEY code with it to enter in order to activate?

 

When you installed did you install from the media that you purchased or did you download a later version (the copies in stores are the original releases while we can download the current release from the Norton Website).

 

When Norton Support said your KEY was invalid did they offer any explanation or ask you where you got it ?

 

Any more details you can think of may help unravel this.

9

Thanks delphinium,

 

I'll get hold of them and see how it works.

 

Matt

10

Hi Hugh,

 

I am from Uk but i'm based in South Africa at the moment.

 

I purchased my Norton from Comet in UK. It is cd based, Version 4.0 (1 year protection for up to 3 PCs).

I think it's the standard version? It says fast and light protection for netbooks*** without optical drives and other mobile devices, but it came in cd format!?

I punched in my cd key and it was authenticated via e-mail by Symantec on installation. Updates work, but when I tried to e-mail Norton the e-mail kept refreshing telling me there was a error with my product key. (5*4 characters)

I can scan the Comet slips as proof of purchase if anyone needs it.

 

I really think format is a good option, start fresh.

 

Thanks again for the help,

 

Matt

11

That sounds like the Gold version and if it's V4 (which I see listed on sale on PriceRunner in the UK) then it's also not the latest.

 

Does it tell you that you get 2GB of free OnLine Storage or 25GB ? that's the only difference between Standard and Premier as far as I know.

 

Try the total clean up using those two tools but then I see a dilemma. Is the KEY you have a special COMET (or other UK suppliers having a deal with Symantec) KEY that will only work with the version on the media you bought or will it work if you download the right version.

 

We do now have a download link for the V5 GOLD version so it would make sense to me to also remove the Norton you have installed using the Norton Removal Tool as below or even the newer Norton Remiove & Reinstall Tool which detects what you have and after cleaning up reinstalls it with the latest version which is V5 but I'm not 100% positive it knows about the Norton 360 Gold version.

 

Here's the link to the Norton Remove & Reisntall Tool  if you want to try it. At the worst you would have to go the other route and install from your CD and after activating you can update to V5 free of charge ....

 

BTW I suspect that the reason you got the Invalid Key response from Norton support is that they did not know about this strange GOLD edition. Users do find that the support via CHAT is much better so if you have to we can point you there.

 

See what others say here now that we are pretty certain that you got th UK Norton 360 Gold version.

12

Great catch on that Huwyngr.  Heaven only knows why Symantec finds it necessary to confuse the issue by producing so many versions of the same thing!!  It does the users no good service.

13

Welll when it's part of your own language it rather stands out in these foreign parts ...

 

What do you think/know about the GOLD Key? Do we have experience here of the store bought key working or not working with the downloaded GOLD? Anyone remember if NRnRTool will reinstall Norton 360 GOLD ?

 

Since the PC doesn't seem to have been infected by the experience it would seem safe and simplest to just try the NRnR since I think it's designed to deal with systems that contain Norton applications that are not uninstalled by NRT just by telling you that you have to reinstall those yourself. So at worst it would either say I've cleaned up after uninstalling N 360 GOLD but you're on your own now; or it would say this is an application not on my DO list .....

14

Thanks Hugh and delphinium,

 

It is a Comet edition with 2GB online storage.

I'll try uninstalling version 4 and re-installing version 5. I was unaware version 5 was around. The problem with live chat is that internet explorer 8 would just go blank with a button to diagnose connection problems.

 

Thanks for all the help.

 

Matt

15

Matt,

 

I was going to give you my boilerplate for the N360 GOLD download but I get a message from the link that it's been deleted ...

give me some time to check this out. But perhaps try running the Norton Remove & Reinstall Tool that I gave a link to since that ought to know ...

 

 

Here's the boilerplate:

Norton 360 Gold Edition  -- This is a special version not seen in all markets.  Please download and install Norton 360 Gold Edition from the following Symantec KB:

 

http://us.norton.com/support/kb/web_view.jsp?wv_type=public_web&docurl=v62829868_EndUserProfile_en_u...

 

Make sure you get the right version since the keys are not interchangeable. SAVE the file where you can find it -- do not run it from the download site when Windows asks what you want to do.

 

You can download that file on any computer and transfer it to a thumbdrive to install on another.

 

When it asks you to activate it you can click on Renew and enter the key there.

 

Or you could just try the Update Center link -- probably under Support / Veriosn Upgrade or something like that.

16

Matt

 

It looks like the URL got truncated somewhere along the line so here is a link to the Norton Document on

 

Downloading Norton 360 GOLD 

 

I hope that works for you ....

 

If you are using this and are running Windows 7 (or VISTA) -- I forget which you have --  I suggest running it to install it by Right Mouse Clicking on the downloaded file and selecting Run as Administrator, since it often seems to give more reliable installations.

17

Matt --

 

I just had confirmation from Norton that the new Norotn Remove & Reinstall Tool I mentioned earlier does know about Norton 360 GOLD and so can both uninstall in the normal Windows way, clean up and then reinstall Norton 360 GOLD.

 

So you can try using this and it should remove your Norton 360 V4 GOLD that you originally purchased and after cleaning up will install Norton l360 V5 in the GOLD version.

 

So I'd certainly try that since we have no reason to suspect that your installation has been damaged .....

 

Here's the link to get it -- it's a document with instructions and a link to download it:

 

Here is a link to the new Norton Remove & Reinstall tool that, like the older Norton Removal Tool removes most Norton Products from your system, but the newer tool uninstalls the Norton products from your computer and reinstalls the latest version of your Norton security product.

 

I believe it will ask if you want it to save user settings and the contents of Identity Safe if you used that but if you did I'd Export it to a safe place first -- just in case.

 

Please let us know how you get on or if you have any queries .... 

18

Thankyou Hugh,

 

You really have gone the extra mile for me, thankyou. I'll re-install Norton on Tuesday as I've got a huge project for Monday and if anything major happen to machine, I'd rather it happens after (I'm not an IT buff, so things could go wrong).

 

Thanks again I'll let you guys know how it goes next week.

 

Matt

19

First things first .... always ...

 

Let us know how it goes

 

What are you studying as a matter of interest?

20

Hi Hugh,

 

I'm studying Financial Management Honours at the moment.

Also out of interest, what foreign parts are you hailing from and what did you study at Oxford?

 

 

Matt