Possibly fallen for a scammer?? Zoho??

[ferndudess]

Help please.

My HP Envy 5020 was printing fine from desktop to printer on a wireless connection. Then i tried to scan a document and it told me that my printer was offline but it wasn't. I tried to download a driver and install it but that failed too.

Worryingly, I then got a call from a guy saying he worked for HP. He knew my name etc. He asked for remote access which I granted (Don't worry....I am kicking myself so hard just now and imaging terrible consequences. His remote access was from a company called Zoho Corporation Pvt. Ltd. He told me I had 33 connections to my network (home, single pc user) that registered over 7000 incidents that I wasn't aware off! He recommended a product and that's where I got scared and told him I needed to talk to someone. He quickly got off the phone and closed down a notepad file he was making notes on. I have the remote access email he used but do Zoho work with HP and how worried should i be and what should i do now! I feel sick to my stomach!! 

[Dragon-Fur · Accepted solution]

@ferndudess 

Welcome to the HP Community --

Unfortunately, there is no good news here.

I am sorry this happened.

It was a Scam --

• HP does NOT ever "cold call" anyone to offer help for anything.

and

• HP does not sneak into your computer or tell you your computer is full of bugs.
• HP does  not threaten, beg, cajole (wheedle), or try to sell you anything.
• HP does not sell security software.

True -- there is cause to be concerned.

Depending on the goal and the skill of the thief, everything on the computer to which he had access might be compromised -- this includes documents, photos, records, unencrypted passwords.

• Change your passwords -- maybe all of them but at least those where you feel you are most vulnerable.
• Contact your bank in case the thief not only has your phone number but now has knowledge of your financials.
• Scan your computer with your best security software to look for monitoring software or malware.

Talk to someone -- don't carry this by yourself.

Forgive yourself -- Thieves selling woe and destruction, "Snake Oil Salesmen", have been around for centuries -- they are highly skilled tricksters.

Report the incident to your local authorities.

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[ferndudess]

But I was on the HP website when he called!! He knew my details! How can that be? I'm so sick with worry. On the phone to my bank securing my account. 

[Dragon-Fur]

@ferndudess 

I am sorry -- I do not know how thieves monitor or obtain contact information.

It was not HP - that is certain.

What?

Legitimate companies, including HP, simply do not engage in sneaky, dangerous, and illegal behavior.

I've already notified our Moderator team of your concerns.

Should there be a response, look for a message here before the agent uses other means to contact you.

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[Repairatrooper]

@Dragon-Fur is absolutely correct here. The big challenge all companies have now is scammers who setup websites that in some cases even I have trouble telling from the real thing. To their credit, HP spends a lot of time and money defending their websites and their customers from this type of activity but they still manage to pop up shortly after one is removed. There are numerous ways these threat actor can gain access and it can be almost any webpage or facebook post that allows them to gain access. 

[ferndudess]

Thank you for your help. I've spoken to my bank. I also spoke to Sky for advice as they are my broadband provider. They recommended I unplug my PC and router. We then did a reset on the router which he said will change the IP address. I then left everything switched off overnight. 

I'm going to reset my PC when I speak to an IT friend who will talk me through it. Luckily I did take some screenshots of what the scammer was doing. I've passed them onto my friend and will notify the police too.

Thank you both for your advice. I will be a lot more careful. I should have listened to the niggling doubt in my mind. 

[Dragon-Fur]

@ferndudess 

You are welcome.

If we always listened when our brain stands up, screams at us, and frantically waves a red flag in front of us, we'd all make fewer mistakes.

🚩

Unfortunately, sometimes the voice of reason and the tiny flag gets lost in the excitement of the moment.

Good Luck.