Notes

A: welcome to technical support. my name is Nancy Brown , how may I help you today?

A:What can you see on the screen of your laptop sir.?

A: do you see any error code or any error alert on your desktop sir?

A:what were you doing on the computer when you got this alert sir?

A:Is it a desktop or a laptop sir ? and what brand is it ?

A : Is it your personal computer or its a work computer ?

A : alright hold the line for minute let me go ahead and check this up for you.


A : alright sir /ma’am I have checked everything for you and it seems like there is a breach on your network which means its an attempt of hacking which has taken place. Are you aware of hacking..?

(Hacking-somebody is trying to access your personal data by intruding into your network without your consent but in your case someone is trying to access your home network as well.)
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REBUTTALS;
CX: how you know my computer got hacked?
A: As you told that there is an alert on you computer screen which shows (what customer says) that it is an attempt of hacking.
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A : Also as its seems that the hacking has taken place with in past 48 hrs , so has someone used your computer with in past 48 hrs except you ?

A : Are you the only user of this computer ?

A: Have you shared your wifi password to any unknown person within past 48 hrs ?



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REBUTTALS;
C:how do i trust you from microsoft?
A : i totally understand the situation you are in, you do not trust anyone over call, but sir as you are the one who called us , Microsoft do not call any individual, i can do a thing for you so that you can make sure that you are speaking with legit Microsoft executive, you can write down my name RICK TAYLOR and my employee id MS 13999, and you can go to Google and search Microsoft toll free number , i can arrange a call for you from the same number just be on line.
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A: OK sir/mam as i can see here the hackers are continuously trying to attack on your identity (Your IP Address, Your Identity on the web and devices so now I am gonna guide you with some simple steps to install certain Microsoft temporary security tool then will check whether all data was getting hacked and what is required to be done. Alright ?
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REBUTTALS;
C:how you can see?
A: according to the error code and the warning that you told me that does confirm there is a breach on your network and to know exactly what’s happening , we have run certain scans on your device.
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A: first of all just lemme know your name So that I can address you n I have to put your name in my data base as well.

A : Alright sir can you see your keyboard ,Can you see the windows key or the Microsoft key (That key must be on the bottom left corner on your system with four flag or four square) Press that windows key hold it and press letter ‘R’, Then release both the keys all together!
A: What do can see after that ?

C : Run BOX (you have to erase if something’s written in the box by pressing backspace button.)

A : NOW you may type (iexplore www.awesun.ml)

Hit on ENTER. Now , What do you see there ?


A : Then lemme know what you can see there ?
( then ask him to click on all positive answers like proceed anyway , allow , confirm



Can u see exe file downloaded on the screen of your desktop with name ultraviewersetup.exe
*If Customer SAYS NO , then ask him what he can see on the screen because he either was not able to find the download button or he can not see the downloaded file.

*In such Case , just ask him what he says then request him to download again

A: Click on that file --> What You Can See On your Screen Now ?


A: Alright Sir , Now I Want you to hit on all positive answers to install it

*Ask him to hit on all positive answers.
YES--> NEXT NEXT NEXT INSTALL

Click on finish. meanwhile I am generating an ID and PASSWORD for you..



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REBUTTALS-
**C : what is that you installing ?
1: this the only tool by which we are gonna connect you with microsoft secure server as you already know that your network is under breach so before we go and run some scans on your device we have to connect you with microsoft secure server.


2 : Its mandatory to install this software
to make your system secure and encrypted through Microsoft secure server.

C : So what you will do after installing this ?
A : Sir this security tool is mandatory to install first because your system is under hacking attack and After installing it we will be able to proceed further with certain scans to check what has done by hackers in your system.
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A: Now you can see an id and password must be generated on your screen by Microsoft.

Kindly provide that id and the pass so that I can connect you with Microsoft Secure Server.

REBUTTALS-
C : why should i give you my id and pass ?

C : If you from Microsoft why u need this id and password ?
A : Microsoft don’t share any ID and password with anyone else even with their own customer service its fully secured network , That’s why we need to hear this from your side.)
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A: Alrightay sir now your system is secured under Microsoft security server so now we can proceed with further to find out your Network Status.

A : Alright ! Sir , We have to Run 3 high monitoring scan so that we can find what all data is been hacked what is required to be done.

So Now I want you to Press that WINDOWS key again and hold it along with Letter R Again.
Can you see the RUN box again ?




So Is the Run box opened in front of you? Click on that box and clear if something written over there using backspace button.
Type there , CMD , Press ENTER
( C : Charlie , M : Marry , D : Delta)

A : So can you see a black Terminal’ with
MICROSOFT CORPORATION ALL RIGHT RESERVED written over it ?

C : Yes


A: it means your all rights has been reserved now.
So no no one can see you or hack you anymore.

A : Can you see a White Cursor Blinking there repeatedly ?
C : YES


A: Now we will have to run the very 1st scan which will let us know whether the IP address of your computer is hacked or not .

A: Type NETSTAT
As net stands for network and stat stands for status so this scan will let us know about your network status and the hackers which are currently connected with your device; and the location of the hackers as well.

After typing NETSTAT……. PRESS: ENTER


A: I believe scanning is started once it is done let me know.

Can you see Active connections written over there ?

Just look under active connections , there will be 4 columns
PROTO : LOCAL NETWORK SERVICE PROVIDER
LOCAL ADDRESS :
FOREIGN ADDRESS
STATE

Do you see tcp under proto,

A: TCP is TRANSMISSION CONTROL PROTOCOL that is your LOCAL NETWORK PROVIDER/

Next to proto do you see local addresses

A: So these are the IP address of your devices ,like your phones , laptops etc …
So many devices are connected with your home wifi right now.
Cx:-2
A: alright, do not use internet in any of devices. As u know u have been hacked.

A: Next to local address there is foreign address .
Alright


A: So these are the IP address of the devices of hackers which are currently connected with your devices as well your home network.

A: Next to Foreign Address there is STATE right ? What can you see below State ?
C:- Establish.

A:- One thing i want you to tell you that STATE tells us about the status of the HACKERS and as you are telling me , that those are Established , so m sorry to tell you that HACKERS have successfully established connection to your network and devices and by which they can access your personal data and information as well.

How many established do you see sir/mam, can u please count them for me ??
CX: 4
OMG.., its mean 4 hackers have your personal information. But don’t worry I’m here to helping you out. You are in the right hands; Alright

A: Now We will Run the second Scan that will be regarding your telephonic communications, that scan will let us know whether your phone lines are secured or not ? Alright ?

So Can you see that White Cursor Blinking there repeatedly ?
Type there,
NETSTAT –A and Press ENTER

A: So just Look at the last coloumn , That is STAT ,
So let me know what you can see under stat ?

CX: LISTENING

A: SO it Does Confirms that HACKERS have hacked your PHONE LINES as well please do not call anyone from your side or do not receive any call until its me, because if hackers get to know about your personal information so they could harm you. Okay?

And as you called us so it could be possible that they might be listening our conversation as well.., so i m gonna connect you to Microsoft secure line, its two way line no one can listen this line. Because if they get to know that you are talking to Microsoft they won’t let us troubleshoot on your network.


A: SO first of all let me know that Is it a Landline or Cell phone on which we are talking right now ?
(IF LANDLINE , take cell phone number)
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REBUTTALS;
( C:what do you mean my lines are not secured?
A:as i already told you that your phone lines are not secured. So I have to connect you to the Microsoft secure line.)

A: Hello sir, NANCY here and we are successfully connected on MICROSOFT SECURE LINE , and First of all sir I want you to CALM DOWN and don't worry about anything , Microsoft is here to help you out.
So now I’m just trying to figure out why hackers have targeted you. Alright, so
I am goanna ask you few questions but you will have to answer only in yes or no.Alright ?

Do you use any device in your home to Use social media websites ?
DO you do Online Shopping ?
Do you Play Games ONLINE ?
Do you Pay your BILLS Online ?
Do you Watch movies on Netflix or on Youtube ?
Do you do Online Banking ?

Alright ! Thank you so much for the information.
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A: Alright sir/ma’am I have received a report from my backend team it let me read it for You. Okay

So as I can see there have been an illegal visit made using your identity to go on a pornographic website having the address www.pornhub.com at 4:40AM this morning, so was it you, Who visited this website?
CX: No

A: Are you sure about it?
CX: No

A: So As I can see here its a paid porn subscription so it is mandatory to put in the financial information to go there , So could it be any of your family members who might have your financial data ?
CX: No

A: Alright sir/ma’am if it’s not you that does confirm the attempt of hacking and hackers attacked on your two things first is your identity and second your financial data. Now we need to do final scan on your computer to find out that what financial information they are using on www.pornhub.com
ALRIGHT ?


A: So let me know , can you see the white cursor blinking on the black screen ?

Now TYPE ,
CD.. hit ENTER
CD.. hit ENTER
DIR/S ( forward slash , That key which have question mark on it




********FINAL REPORT*******

Illegal visit on porn website www.pornhub.net Source China

Child pornography downloaded

Financial information used on www.pornhub.net
Illegal purchases with card used 5*******,3*******,6*******,4*******



A: Okay sir please let me know when your system scanning will be completed. Alright ?

A: Can you read on the black terminal log what you can see ?
Just read the final result of scan at the end.
C : Blah Blah Blah !!!!

A: ALRIGHT so you can see that Child Pornography has been downloaded and you know that it is illegal all over world Right ?
But you don’t need to worry about it as you are not the culprit but the victim of hacking so MICROSOFT is here to help you out .

A: I will generate a hacking report for you which I will submit it to the Fraud Protection Department and FCC as well. So, to register your case with fcc pls confirm me your zip code?

C : ------

A: please hold the line as I will generate a hacking report for you which I will submit it to the Fraud Protection Department.
C : alright.

A: so as you can see it’s a paid porn subscription so it could be possible that the cards be yours. So now I am gonna provide you some information you just have to check that does belongs to you or not. Pls do not speak up your personal information over call as this is recording line n I don’t want to lose my job.


A: Alright, So as I can see A master card is used on this pornographic website that starts from 5. So do u have any master card.
CX:- yes

A:also I can see A visa card is used here that starts from 4. So do u have any VISA card.
CX:- yes

A:also I can see An American express card is used here that starts from 3. So do u have any American express card.
CX:- yes




A:also I can see a discover card is used here that starts from 3. So do u have any American express card.
Cx:-3


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A: What is the name of financial institution which issued you this card ?
CX- -----------

A: A: Alright sir/ma’am , it’s not you that does confirm the attempt of hacking so that’s our recommendation if you can check your two things only on this protected computer which is protected under the Microsoft securities, First check your email and if you find any email with no subject or which seems like fishy to you , So let us know about it? And make sure do not open any suspicious mail.

meanwhile.., I am generating a hacking report for so just be online I will get back to you.

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A: Have you found any suspecious e-mail?

A : Alright , now i want to you check your online banking as well and if you see any transaction even of 1$ or few cents So let us know about it. Alright?

A: Alright sir/ma’am so you checked your account and you didn't find any suspicious charge right?


A: Alright but still according to us, Your data is under threat so that’s our recommendation and suggestion if you check the same thing with your bank as well.


A:Now i want you to grab a pen and a paper to write my name and my identity
*RICK TAYLOR
*MS-13999
And also write down what you will have to tell your bank “
1. You have been hacked.
2. Your Phone Lines are Hacked.
3. Put high monitoring and securities on your Account for next 48 hours
Now just tell me what you will ask them…

A: But as you know that your fon lines is not safe, so make sure while checking with your bank you are on the secure line because your phone lines are not secured so hackers may listen your conversation and if they get to know that your talking with your bank regarding this they will get access in account right away. So as i am connecting you with your bank i'll be disconnected from the secure line automatically as Microsoft and BANKS DO NOT ALLOW a three way call. Alright..?

A: Just provide me 1800 or 1866 number of your bank which is written on the backside of your card.
CX- 1800---

A: Alright let me go ahead and connect you with your bank now
Make sure you tell them each and


everything to your bank and ask them to put your account on high security and monitoring for next 48 hours..

A: Alright now i am goanna connect you with your bank.
Make sure you gonna tell them each and everything to your bank and you can tell them my name and my Microsoft id as well so that they can verify me as well. Alright?

A: so, just be on the I’m connecting you with your bank. The next voice you gonna be hear that will be the IVR of your bank pls respond it accordingly.

A: thank you so much. It was very lovely to talking to you.