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HP Recommended

I contacted HP support to help with setting up my new printer.  I was transferred to technical support.  Technical support told me that almost all of my drivers on my laptop were bad, and that it would cost me to fix the drivers and make my computer faster.  I was given the option of purchasing three different packages.  They talked me into purchasing the most expensive CC Cleaner which supposedly was good for a lifetime, and I could transfer it to any of my relatives.   It would cost me $429.99.  I have found no such product online.  In fact, this should have cost only $39.95.  I tried to contact these people three or four times by email asking for information regarding the product they sold me.  I even called the number that they gave me.  They promised me each time that they would send the information.  To date I have not received any information from them.  I am sure that I have been scammed by your support technicians.  The purchase was made on Jan 3, 2025 through Paypal using my Discover Card.  Seller info:  [Personal Information Removed] Technician Name:  James & Allen.  Contact Email:  [Content Removed].   I am starting with you to help resolve this issue.  I will be contacting the BBB next.  By the way, my license agreement is only good through 10/3/2025 according to the information I did find on my laptop.  It is not good for a lifetime.    

5 REPLIES 5
HP Recommended

@judipoe,

 

Welcome to our HP Community forum!

 

Hello, thank you for sharing your experience. I’m truly sorry to hear about what has happened. Based on the details you provided, it appears that you were targeted by a fraudulent third-party posing as HP technical support. Let me guide you on what steps to take to resolve this issue and protect yourself going forward.

 

1. HP Does Not Charge for Basic Printer Setup Assistance

 

HP provides free resources and tools for setting up new printers, including drivers and installation instructions. Additionally, HP technical support does not sell third-party software or services such as "CC Cleaner."

 

2. Immediate Steps to Take:

 

Here’s what you should do right away:

 

  • Contact Discover and PayPal:
    • Report the unauthorized transaction to Discover (your card issuer) and PayPal.
    • Request a chargeback or dispute the payment, explaining that this was a fraudulent transaction.
    • Provide all the details, including the seller's name and contact information.
  • Scan Your Computer for Malware:
    • Since the scammers likely had remote access to your system, run a trusted antivirus/antimalware scan to ensure your device is secure.
    • Recommended tools: Malwarebytes, Microsoft Defender, or Norton.
  • Stop Using the Software:
    • Uninstall any software the scammers provided, as it may be malicious or unnecessary.
    • Avoid giving any further access to your system.

3. Contact HP Directly:

 

To ensure you are dealing with legitimate HP representatives:

 

  • HP Official Support:
    • Visit the official website: HP Support.
    • Use the "Contact HP" option for printer setup assistance.
    • In addition, I have 'flagged' my response to my HP Administrative managers.

4. File a Complaint:

 

  • Better Business Bureau (BBB): You mentioned this step, and it’s an excellent course of action. File a complaint about the fraudulent activity.
  • Federal Trade Commission (FTC): If you're in the U.S., report the scam at: ReportFraud.ftc.gov.

5. How to Avoid Scams in the Future:

 

  • Verify Contact Information: Always use official support channels listed on the company’s website.
  • Be Wary of High-Pressure Sales: Legitimate tech support will not pressure you into purchasing unrelated software or services.
  • Secure Payment Options: Avoid paying through methods that lack consumer protections (e.g., direct transfers).

6. Follow-Up on the License Agreement:

 

If you need further help understanding what was installed or if your license agreement can be refunded, feel free to provide more details. However, legitimate licenses for software like CCleaner do not cost hundreds of dollars.


Let me know if you need any help with the refund process or additional guidance. This kind of fraudulent activity is deeply frustrating, but taking swift action can help resolve it and prevent further issues.

 

Kind Regards,

 

NonSequitur777


HP Recommended

I was contacted by these people after I had filed a dispute.  I insisted on getting an invoice and an explanation of the services I was to receive.   I had asked for this information four times prior to the dispute with no response.  Please note that this was not received until after I had filed the complaint with HP.  The invoice they produced two days ago is as follows:  

     

SSL Firewall Security Lifetime   $254.99

SSL Firewall Security Drivers Lifetime $125.00     25@$5.00 ea.

SSL Security Updater Lifetime $50.00                                                                                             

CCleaner Optimization Tool (Free)

Software Updater (Free)

Drivers Updater (Free)                                                                                                         

                                                                                                   

I'm sure that this invoice was generated while they had me on hold for almost two hours.

When I asked how these could be lifetime, they told me that they themselves would renew the CCleaner and the SSL every time their licenses expire.  Of course, I have no way of knowing if this will happen.  Apparently, I am not being charged for the printer setup, but I was told that almost all of my drivers were bad, and that they would need to fix them before they could get my printer working.  According to the invoice, the CCleaner is free, but this was never explained to me.  Nor was I told about the SSL. 

 

I asked if he was employed by HP and he said yes.  Supposedly, one tech is employed by HP and the other by Core IT.  

 

They pressured me into canceling the dispute, which I did under duress.  They kept calling me to see if I had canceled the dispute (about 6 times in less than 24 hours) which should have been a red flag.  They even wanted to stay on the phone with me while I called Discover.  Should I proceed with opening the dispute again?  How do I remove the SSL Firewall Security from my computer?  Do you still feel that this was a scam?  Obviously, I am not a tech savvy person, nor can I afford to lose $430, as I am on a fixed income (Social Security).

 

Can they do any damage to my computer?  

 

Please contact me as soon as possible if you recommend reopening the dispute.  I just want to get this resolved as quickly as possible.  This is causing me a lot of anxiety.

HP Recommended

@JessikaV,

 

As our HP Community forum's senior Administrator, would you please escalate/forward this User's issue who was subjected to a scam to someone from HP's investigative Team.

 

Kind Regards,

 

NonSequitur777


HP Recommended

Hi @NonSequitur777 , thank you for the warning.

 

@judipoe ,We are very sorry about what happened, we will direct it to the responsible sector so that they can continue with the necessary assistance.

 

JessikaV
HP Support Community Administrator

 

I work on behalf of HP
HP Recommended

@JessikaV,

 

Thank you most kindly for your assistance in the matter!

 

With Warmest Regards,

 

NonSequitur777


† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.