I would like to report what I consider to be a serious security breach. I own and use Norton 360. About a week ago I noticed an inconsistency in the Backup process. I contacted Norton and, after speaking with several techs, I was connected to Speicher LLC (888-694-7276) apparently because they are closest to me (I live in Naples, FL and Speicher is in VA). The Speicher representative explained that they are “affiliated” or “contractual” with both Norton and Microsoft and that they would resolve my problem with the backup. They logged onto my terminal and performed an assessment. They were quite helpful and pointed out that my system had been infected with a Trojan. They demonstrated all of this to me. Then I was informed that it would cost $499.00 to clean my system. I was reluctant to accept this proposal at first, however I agreed once they informed me that included in this fee was an extended 5-year subscription to Norton, and that it would be added to the my remaining subscription which is scheduled to expire 9/15/2017.
It took several hours to clean my system but when they were done they again demonstrated everything and ran a backup for me which indicated that the backup was running successfully. Once I was satisfied, a manager got on the telephone with me, discussed what had been done, assured me my Norton subscription was increased by 5 years and took my credit card information. He also emailed me his invoice attached here for your information.
To the best of my knowledge, my system is running perfectly and is clean of any viruses. They also installed a shortcut or link to their site and explained that I could log-on for additional tech support should I find myself in need. However, it is what happened next that has me very concerned and unsure about ever logging-on with them or whether I am dealing with a legitimate organization that is connected in any way with Norton.
Approximately two hours after concluding with the Speicher manager, I received a call on my cell from “David” claiming to be a Speicher tech and that he wanted to log-on to my system to conclude the work, which he claimed was unfinished. The call came in over a “Restricted (un-viewable) Number” so I was immediately suspicious. I refused and mentioned the absence of his number. Oh, he said, no problem, I’ll call you back on my extension. Moments later he called on a 213 area code number, which I recognized as a CA area code. Naturally I refused to log him in. I called back Speicher and spoke with the manager and reported this incident. He sounded incensed and confirmed I had done the right thing. But I pointed out that this “con-man” or thief was obviously a mole within their organization since he knew details of my tech incident which only someone who had been privy to the conversation could have known. Since then, “David” has called me repeatedly over three days, attempting to get me to log him in, which I will not do. He has even told me he would refund my money if I were not happy with the service. I recognize this as a “come-on” and will not respond.
My questions are as follows:
- Is Speicher affiliated with Norton and if so, how?
- Was the payment of $499 to Speicher proper or was I taken in a scam for my money?
- Will I receive an additional 5 years added to my Norton subscription?
- How can you trust a security company that obviously has thieves working within its midst?