Quicken Support Accessed Laptop, Ran CMD, Requested $$$600

:# Yesterday I clicked on a support popup on the quicken webpage because I had been unable to update an account (capitol one) for about 8 months.

They immediately asked to take control of my laptop, ran CMD and said my laptop had 5K+ of issues and viruses. I said it was unlikely given I run virus scans all the time.

I immediately became nervous that I was allowing ransom ware on my laptop. I started shutting down my laptop as they were displaying the amount I would need to pay for 'maintenance' with 3 different plans and I believe the middle tier one was $600! I asked them to send me the info in email (never received). I had to completely wipe/clean my hard drive and haven't loaded anything back on except a browser.

What is going on Quicken?

Answers

  • volvogirl
    volvogirl SuperUser ✭✭✭✭✭
    YIKES!   Of course that was a fake place.

    Quicken doesn't charge more than $49 for support and support is free for the current versions.  So if you are getting charged a big amount or someone is trying to sell you a program to clean or repair your computer that is not Quicken.  There are several fake support places that are scamming you and will mess up your computer. And even though Quicken can probably do a screen share with you they can not touch or control your computer or download anything to it.


    The only official Quicken support

    https://community.quicken.com/discussion/7840672/the-only-official-quicken-support 

      

    See Quicken Kathryn's FAQ on 3rd party support  

    https://community.quicken.com/discussion/7193999/quicken-faq-why-is-quicken-charging-me-for-product-support-where-can-i-get-free-quicken-support


    You can contact actual Quicken here,

    https://www.quicken.com/contact-support 

  • Sherlock
    Sherlock SuperUser ✭✭✭✭✭
    I suspect you did not contact Quicken Support: https://www.quicken.com/support/quicken-support-options

  • Frankx
    Frankx SuperUser ✭✭✭✭✭
    edited August 2021
    Hi @JanetMcConnell

    I am sorry to hear that you have fallen prey to those fraudsters.  Are you sure that you were on the Quicken website when this happened?  Regardless, you should contact Quicken Support to report this issue and you should also consider reporting this to your local authorities, since this is a clear attempt to defraud you.

    Frankx

                            Quicken Home, Business & Rental Property - Windows 10-Home Version

                                             - - - - Quicken User since 1984 - - - 
      -  If you find this reply helpful, please click "Helpful" (below), so others will know! Thank you.  -

  • Ps56k2
    Ps56k2 SuperUser ✭✭✭✭✭
    edited August 2021
    just as another comment - NEVER do a Google Search for a vendor website -
    and MAKE SURE it is THE ACTUAL company website.
    QWin Deluxe Subscription - Win10
  • JanetMcConnell
    JanetMcConnell Member ✭✭
    Thank you all for your feedback and concern :). I was on the community page using windows 10. I was looking for Capital One information since I've been unable to get it to sync for something like 10 months. I cannot be precise because I immediately shut down my laptop and wiped it. But I believe I was reading a thread and within the thread was a reply from a quicken rep and I clicked the link from there and it did take me to another site and from there I had the option to chat or call.

    When I was trying to retrace my steps I found an email that had something similar. The thread is 7895262/unable to connect to capital one.
    1) In this thread is a response from Quicken Francisco (Moderator). He said there can be many reasons why there is an issue and suggested to contact Quicken Support directly.
    2) When I click on the link within his response link I'm still on a quicken site. This site provides the option to chat or call or ask our community.
    3) For me to be able select one of the options a support notice says I need to allow pop ups. So I allow the popups.The site is quicken.com/upport#contact-support
    4) From the quicken site, when I click on 'chat', I'm taken to mypurecloud.com

    SO IT IS EITHER COMMON PRACTICE FOR QUICKEN TO LINK TO AN EXTERNAL SUPPORT SITE - OR - THE SCAM IS STILL ACTIVE.
  • JanetMcConnell
    JanetMcConnell Member ✭✭
    > @Sherlock said:
    > I suspect you did not contact Quicken Support: https://www.quicken.com/support/quicken-support-options

    > @volvogirl said:
    > YIKES!   Of course that was a fake place.Quicken doesn't charge more than $49 for support and support is free for the current versions.  So if you are getting charged a big amount or someone is trying to sell you a program to clean or repair your computer that is not Quicken.  There are several fake support places that are scamming you and will mess up your computer. And even though Quicken can probably do a screen share with you they can not touch or control your computer or download anything to it.
    >
    >
    >
    >
    > The only official Quicken support
    >
    > https://community.quicken.com/discussion/7840672/the-only-official-quicken-support 
    >
    >   
    >
    > See Quicken Kathryn's FAQ on 3rd party support  
    >
    > https://community.quicken.com/discussion/7193999/quicken-faq-why-is-quicken-charging-me-for-product-support-where-can-i-get-free-quicken-support
    >
    >
    > You can contact actual Quicken here,
    >
    > https://www.quicken.com/contact-support 

    Thanks for the speedy responses - I do appreciate it. I know that I was on a quicken site and at some point I must not have been on a quicken site but I don't know when the changed happened. I have a guess though. When on the quicken.com/contact-support site I have to disable the pop up blockers to select an option, i.e. chat. When I click 'chat' I am taken to a non quicken site (mypurecloud.com). I think it might have happened when I allowed pop ups or perhaps there was an overlay on the non quicken support site.
  • JanetMcConnell
    JanetMcConnell Member ✭✭
    > @Ps56k2 said:
    > just as another comment - NEVER do a Google Search for a vendor website -
    > and not MAKE SURE it is THE ACTUAL company website.

    That is always good advice - thank you. In my particular instance, I'm pretty sure that I was on a quicken site and looking at a thread. And then I wasn't! (obviously :smiley:

    I can think of 4 times when I may have went astray:
    1) When on the quicken support site, I have to allow pop up filters to select an options like 'chat', so perhaps a trojan website popped up.
    2) After allowing popups, when I click on the chat button, I'm taken to an external page (mypurecloud.com). I'm taken from a quicken site directly to the external page. So maybe I was re-routed to a trojan external site.
    3) Maybe the quicken site itself has been compromised and external site (mypurecloud) is not approved by Quicken.
    4) Within a thread are comments from a 'quicken rep' which include links to get quicken support. This actually has two areas of weakness (the rep isn't a rep and therefore the link is bogus), or the rep is truly a rep but the comment was hacked and altered). But I'm counting both as one.
  • JanetMcConnell
    JanetMcConnell Member ✭✭
    https://community.quicken.com/profile/Frankx
    You've been a quicken user for a seriously long time! It's been at least a dozen years for me, but I suspect it's been a lot longer.

    Thank you for the response, I was 'assuming' quicken would route this message to quicken security. Just in case, I'll notify them directly.

    However, I'm not sure who to contact at my local level - but I will definitely look into it.
    Janety