fake Dell support installed malware

Question

I called a number I found on what I thought was the official Dell website for technical support.  866-542-8831.  The person who answered immediately gave the name Sebastian Rodriguez.  I was surprised that he didn't ask me for ID, but I disregarded my suspicion when he gave me several numbers to create a support incident-- his so-called employee ID DELL187142, a reference ID CMD92713DELLADMIN298432787, an ID 127147483 and password 37988.  He installed UltraViewer on my laptop then told me his manager Mr. Chris Martin would call me from 561-677-4169.  Very quickly when I received that call, 'Mr. Chris Martin' used UltraViewer to install ScreenConnect on my laptop.  The monitor went black but I could see the cursor moving around.  He was capturing my logins to financial institutions.  I disconnected the call, turned off the laptop and took it to the neighborhood repair professional who, fortunately for me, did have time right then to clean the laptop.  Several attempts have been made to login to my bank account which is protected by 2-factor authentication and of course a new password.

DELL-Nat M · Answer

That’s unfortunate, thanks for letting fellow users know.

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For your security, the phone numbers mentioned in this post are not official Dell contacts. Please do not call them or share any information.

Quick safety tips:

If you’re feeling uneasy, pressured or threatened, hang up or don’t respond! A legitimate customer service representative will not pressure you to act quickly, give up personal or financial information, nor engage in any form of threatening, aggressive behavior.
Use caution when it comes to sharing financial information. That means never hand over your financial information to unsolicited callers or emailers even if they have specific information about your device.
Never pay for customer or tech support services with any type of gift card or by wiring funds. Reputable companies, including Dell, will not ask you for these forms of payment.
Don’t download what you don’t know. Avoid unverified websites or downloading and installing software to which unsolicited callers or emailers try directing you.
Remain in control. Never agree to hand over remote control of your computer to any unsolicited caller or emailer to fix an issue you did not report or purchase a warranty from such unsolicited engagements.

Sources:

Avoiding Tech Support & Warranty Scams This Holiday Season (Dell Blog)
Security Against Fraud (Dell guidance)
Report Phone Scam (Dell Support form)

Virus & Spyware

fake Dell support installed malware

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