Notes

Thank you for calling support this side Mary smith, How can i help you today?
Cupertino, California apple.
Redmond, Washington micro.
North San Jose,California paypal.

Thank you for bringing this to our attention being your expert today, I am taking complete ownership for this and will help you with the best solution.
CX- Thankyou//Ok.

Do you have an existing Paypal account with us?
CX- Yes/No.

Alright sir/mam can you please tell me at what time did you recevied the email?
CX-Morning.

Could you please confirm exactly where did you checked this email e.g- your cell phone, Laptop or desktop?
CX- On phone.

Alright, Thank you for confirmation.

In order to generate the case ID could you please confirm me your first and last name, E-mail address,Zip code.
CX- xxxxx xxxxxxxxxxxxxx xxxxx
Thankyou for the confirmation.

Let me just quickly go ahead and check this up for you.
Hold 1/2 min
resume hold.

Thank you for holding the line, I can see that apart from the order you have just shared with me there are 2 more orders attached with it.
Apple 2023 MacBook Air Laptop for- $1200
and AirPods pro for $500
CX- NO, Its not me...

Alright, sir/mam dont worry about it Let me just go ahead and escalate yourt issue to my escalation team right away so it can be taken care of on timely basis.I have also shared your IP address with my backed team to have a Quick scan on it.
CX- Okay.
hold.
resume

Alright sir the ID for your case is succsesfully generated, so now I would request you to grab a piece of paper and pen and note down the Case Id ,my name, employee Id. Once you have pen and paper handy with you just let me know.

Case ID- cs59893
Name- Mary smith
Employee ID- PP19593, MS19593

Now moving further. I recevied the report form my backend team and it doesnt seems to be good. We can see that your E-mail address is showing logged in in different loacations( ohiao, honkong, texas).
So do you know someone from these locations?
CX- NO.

Do you share your credentials with anyone in your family or friends?
CX- NO.

How often do you use public wiffi?
CX- Daily or never.

Alright sir let me just go ahead and check this up for you.
Hold.

Alright sir i have checked each and everything for you and its seems like that there is a security breach on to your network and it means its an attempt of hacking which has been taken place.
So did someone use your wiffi in past 48 hours?
CX- NO.

Alright sir/mam firstly we need to get you connected with the safe and secure server of paypal/microsoft. Once you are connected with secure server I will go ahead and start the cancellation right away.After this we will run a scan on your network and find the hacking activities.
CX- Okay.

So now I am gonna guide with some simple steps which you need to perform on the computer/ phone.

first look into on your keyborad on the left hand side bottom corner you will see windows key [key with four squar boxes printed on it seems like a flag ] press windows key along with 'R' as in romeo .

now can you see a pop up on the bottom left on your screen which says run , is theur something written in that if yes then clear that and type www.utraviewer.com ten press 'ok'.

Now do you see any green color box? in the middel of your screen which says downlod to you , you have to click on that and after that you will see, a file will pop up either on the bottom left or on the top right of your screen open that file . now they will ask for few permissions first click on next /next/next /install /finish .
Now you will get 8 digit ID and 5 digit PW let me confirm that ID & PW.
===================AFTER REMOTE ON PHONE============================
*Trojan virus found
*Protection level %15
*IP Hacked
*Security not found
*Transaction has been done
*Subscription has been taken www.pornhub.com

So i just recevied a confimation email from escalation team that your 1 order is cancelled and thye are still working on rest 2 orders.
Meanwhile, I'll guide few more steps to check all the things out.

Starting with Trojan Virus, we will be running scan of your entier device and network,so that we can remove Trojan Virus and you can have saniize network.
===================AFTER REMOTE ON LAPTOP============================
EVENTVWR/CMD/ NETSTAT/MRT/MSCANFIG

* Windows+R------eventvwr-------windows logs-------security
How many no. of events you see?
These are the corruped no of files.

* CMD---cd..enter/cd..enter/tree enter

* Windows+R----netstat--------- Foreign Address
Technician to change IP address

* Windows+R------mscanfig------services-------application running/stopped

*Windows+R------mrt


Now, as i told you that your email is compromised I want you to check your email and check everything that, have you receive any unsubjects email Or any fishy email into your email account?
CX- No all good.

As I can see an illegal visit made using your network identify to go on website name www.pornhub.com at 5:45 AM
Was it you?
CX- NO.

OK, I do trust, you know these hackers are so smart they have choosen the time where people are generlly in their bed or sleeping.

Accordingly I can see that hackers tried to purchase subscription and it is mandatory to put financial information to get the subscription. So, it might be possible that someone else in family tried to purchase the subscription.
CX- NO.

Alright, it confirms, these are the hackers, they are trying to buy this subscription with your finacial credential.
I just want you to go ahead and chk your account and let me know if you see somthing suspicious, or is there any pending charge or any processing charge.
CX- Okay.

So now I will be marking an email to your bank HQ, and check any login attempt or any pending charge.
Could you please confirm your bank name?
CX- XXXXXXXXX

*No calls from your end and not ans any unknown no.
*Phoneline tapped
*I will initiate confrence call emergency.

update about IP, trojan or etc....

I just got an email from bank they reported illegal activities going on, they haven't shared what exactly is happening as we are not authorized person, So they asked us to connect with them on secure line.

* Debitcard/ credit card handy- Toll Free No.

* Tell HQ each and everything.