Possible fraud scam

[Stepbob]

I had a problem with my printer being offline and tried everything - unplugging both printer and computer, router.  Then deleting printer and readding and still couldn't get it to work.   So ending up calling what we thought was HP tech support.   They worked for hours trying to resolve the issue and couldn't.   The accessed my computer and talked me into installing a "Microsoft Total Defender" app on my computer for one time payment good for lifetime, covering up to 3 computers, I pads, telephones.   I checked my credit card and saw the amount charged, but was to "OEM Web Suport"  I tried clicking the Total Defender app and it gets quarantined by my Malware app.   Did I just get scammed?   And they still haven't been able to figure out my printer offline problem after almost 4 hours on the phone with them over 2 days..

[WAWood]

Sorry, but YES ... you did get scammed.  Their is no such product by that name, although it DOES sound a lot like Microsoft Defender, does it not?

The best course of action is to NEVER give money or credit card access to ANYONE online that you do not personally know.  Some of the current scam schemes are so good they have copied logos and materials from legitimate companies and can fool nearly everyone in the process.

Since they had access to your PC, I have even worse news -- it is probably infected with stuff they hid there.

What needs to be done at this point is the following:

1) Remove the internal drive from the PC and connect it to a working PC.

2) Use a utility to Secure Erase the drive -- will need to check with the drive manufacturer to download the proper utility from them.

3) Replace the drive back into your PC.

4) Reinstall Windows on your PC. Since it came preloaded with an HP OEM Version of Windows, you have to use HP's tools to create install media to do this.

f your PC is a 2016 model or newer, you should see if you can make a bootable USB recovery drive using the HP cloud recovery tool on a working PC.

The recovery drive can then be used to install Windows and the HP drivers and utilities that originally came with your PC.

You will need a working PC and a 32GB USB stick to hold the recovery files. Here is the link:

https://support.hp.com/us-en/document/ish_4511095-4511141-16

If you use a different PC to run the tool, you will have to provide your PC's product number. Here is an HP link for finding that information:

https://support.hp.com/us-en/document/ish_2039298-1862169-16