HP Wolf Secure

[Wileycoyote22]

This is regarding a call I received from someone via HP Smart app. Long story short, my printer was offline and after trying everything to get it back I couldn't. I was contacted by someone on HP Smart app who was able to help me. He gave me the impression he worked for HP. He charged me £60 for fixing the problem, but then advised I needed protection for my PC as I had more than 2000 Trojan's infecting my PC, which was why it was running very slowly. He offered me HP Wolf Secure and convinced me it was a good option. He then ran through options and I went for a 10 year cover at £150. Afterwards, I didn't feel things were right. The invoice he sent me had no business address or heading, no terms and conditions or warranty. I checked Wolf Secure and saw they don't give more than 3 years warranty. There is a program running on my PC now and is called SysInternals Process Explorer, under the heading of HP Wolf Secure. I don't think these are the same, but need clarification as to what I have here. Can anyone advise please. Thank you

[VikramTheGreat · Accepted solution]

Hi @Wileycoyote22,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for reaching out to us, and I’m truly sorry for the worrying experience you’ve had. I completely understand how unsettling this must feel, especially when someone contacted you unexpectedly and charged you for support.

Important Clarification About HP Wolf Security

HP Wolf Security is an enterprise/commercial security solution that comes pre-installed on select HP commercial PCs. It is not sold as a 10-year protection plan, nor is it offered through third-party phone calls or remote sessions.

• HP does not provide 10-year HP Wolf coverage.
• HP does not charge for fixing printer offline issues.
• HP does not contact customers directly through HP Smart for paid support.

If someone charged you £60 for printer help and £150 for “HP Wolf Secure,” that support did not come from HP.

About the Program Installed on Your PC

“SysInternals Process Explorer” is not part of HP Wolf Security. It is a Microsoft diagnostic tool. If it was installed without a clear explanation or consent, it’s highly advisable to treat this as suspicious activity.

What You Should Do Immediately

For your safety, please follow these steps as soon as possible:

1. Disconnect your PC from the internet (Wi-Fi/Ethernet) to prevent further remote access.
2. Uninstall any programs installed during or after that support session if you do not recognize them.
3. Change all important passwords (email, banking, shopping, etc.) from a different, secure device.
4. Contact your bank to dispute the charges if they were unauthorized.
5. Run a full malware scan using Windows Security or another trusted antivirus.
6. If you prefer, we can guide you step-by-step on cleaning your system safely.

I hope this helps.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat