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Scam

metzkerw

I downloaded Quicken Classic from the Quicken website since I bought a new computer. A Windows error message suggested there might be compatibility issues. I clicked on the chat support link and was directed to give my phone number and wait for a call, which led to two different people with quite thick Indian or Pakistani accents wanted access to my desktop, which I gave. But they lost interest when they learned I hadn’t loaded any of my current files (why would I if the program was incompatible?).

After 10-12 minutes, I shut them all off. An obvious scam, since the “helpers” wanted my files and wouldn’t offer anything about the compatibility concern. And this from QUicken’s website! It’s upsetting enough to make me quit the whole thing and find another program.

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Quicken Jasmine

Hello @metzkerw,

Thank you for reaching out and sharing your experience. I’m so sorry to hear about what happened—that definitely sounds concerning.

To better understand the situation and ensure this gets properly looked into, could you please provide more information about who you contacted and the exact link you used to access the chat support?

I checked our internal systems and, at this time, I don’t see any recent support tickets associated with your email address or phone number, which suggests you may have unknowingly connected with an unauthorized third party. Getting the link you used and any additional details you can recall will help us investigate whether any fraudulent sites are being mistaken for official Quicken support.

For your safety, please know that Quicken Support will never ask for remote access to your computer for basic troubleshooting unless you are working directly with a verified Quicken representative through our official support channels.

Once we have those details, we can advise on next steps, including protecting your system if needed and ensuring you have the correct contact information for genuine Quicken support moving forward.

Thank you again for bringing this to our attention, and I look forward to your reply.

metzkerw

As I stated, I clicked on the support link on your website, the same one I logged into and downloaded from. There was no support ticket option offered, so there’s no support ticket. It was a chat option, with someone named “Lisa.” If I connected with an unauthorized third party, which I did, it was on your site, or they hacked your site.. I did not leave the site and go searching for support.

Moreover, just a few minutes ago, I logged on to change my password, this whole thing having a stink to it. I was texted a code to complete the login, but the code was not recognized at login. I tried two more times, and again received the message to use a correct code.

NotACPA

What's the URL of that website and of that link? I'm wondering if you got a spam website from the start.

RalphC

»I downloaded Quicken Classic from the Quicken website «

Are you absolutely sure it was a Quicken website? Doesn't sound like it was.

metzkerw

As far as I know, it was the Quicken website. I had to login with p/w and double authentiifiction and it downloaded the program.

NotACPA

In other words, you DON'T know. How, exactly, did you get to that website. And don't tell us what it "looked" like, because fake websites exist all the time, and Q is a popular target.

metzkerw

It was Quicken.com, the very first site to show up on Google. Do I know it was the true Quicken site? I don’t know if this site right now is real and not fake. It could be the Bactrian Brotherhood for all I know, I guess, but I navigated there the same way as I always have not just this site, but many dozens of others. I promise not to say what it “looked” like.

Rensalier

Metzkerw - You might find this interesting. The "poster" below sounds like they maybe had the same issue you did. (forgive the poor spelling as I did not correct the poster) They were searching for something, picked the top Google search result and got scammed. I have heard of this happening before. What's interesting was the response from Google.

Poster - why would google put a phishing website as the top suggested result of my search?yes, i know i should have been more dilligent in looking. but why would it be the top result? Because of this i have lost money and had my details comprimised.Is there a chance google will reimberse me?

Response from Google support - Think of the massive number of web pages out there. Google's results are machine-picked, not curated individually by humans. As a human, you have to make your own judgments on the trustworthiness of websites. By putting a web page at the top of results, Google is not saying that it is trustworthy, just that a machine found it relevant to your search. Be skeptical, always be careful.

metzkerw

Interesting indeed. The site appeared authentic not because of how it looked, but because I had to login with double authentification. A fake site might have sucked up a p/w in some way, but how could it have had my mobile number for the double check? All that notwithstanding, something was fake about it, or I wouldn’t have ended up with barely understandable East Asians taking over my computer. Quicken needs to address this, because the site is no longer accepting my mobile.

Is it possible I did something I’m not remembering? Sure it is. Not likely, but certainly possible.

And I don’t buy Google’s response. It takes money and effort for an entity to get to the top of search rankings, and they know it. For now, though, I’m off Quicken and will have to cancel if they don’t get involved here.

Ray Cosner

You got the web site from Google. The bad guys know how to make their fake web sites appear at the top of a Google search. The 2FA was probably a fake, it would approve you no matter what you typed in.

The only safe way to get help is from the Help menu within your Quicken installation.

metzkerw

You’re probably right. However it all transpired, it did, and it has happened to others in this community. Quicken needs to figure it all out, whether that’s site authentification of some kind or other security measures. They appear to me to be ducking for cover. The first respondent to my issue was “Jasmine Quicken,” presumably someone on Quicken’s staff, whose advice was to do pretty much what I’d done and that they’d get back to me. It’s crickets so far, but I can’t continue with them when my security is threatened and/or possibly compromised.

Quicken Jasmine

Hello @metzkerw,

Could you please provide the exact URL that you used to access Quicken Support? Could you please also provide a screenshot of exactly where you clicked on the website to contact Support?

If needed, please refer to this Community FAQ for instructions on how to attach a screenshot. Alternatively, you can also drag and drop screenshots to your response if you are not given the option to add attachments. Please remember to redact any personal information as needed.

Thanks!

metzkerw

Maybe his p.m. if I get time

Quicken Jasmine

https://community.quicken.com/discussion/comment/20479442#Comment_20479442

Please let us know so that we may continue investigating this issue.

J Dayton

This sounds like the classic man in the middle attack that MalwareBytes has been warning about. Scammers have become really good at creating websites that look just like the real thing. It defeats 2FA by simply asking for the response you get from text or email (like the real website would) and then forwarding that to the real website. Passkeys are supposed to defeat this when they are fully supported.

Quicken Jasmine

https://community.quicken.com/discussion/comment/20479442#Comment_20479442

Just checking in!

Bobbo

Sounds very similar to the scam Kurt the CyberGuy has on his website. Further down the article it talks about the "steps" the bad guys use. Here is the link: One click cost a father $4 million in bitcoin to vishing scammers - CyberGuy

metzkerw

Jasmine: I checked my browser history and showed that I logged on to two websites: app.quicken.com, and quicken.com. I can't tell where the issue came up. The screenshot is a left edge nav menu on app.quicken.com, which looks similar to the one I used. I'm not showing the entire screen, because it also shows an online version of my dashboard, something I didn't see the first time and which I find really troubling. I would every speck of my data removed and, I have uninstalled the Quicken software. I can reinstall when this issue gets resolved.

Screenshot 2025-03-05 104652.png

Quicken Jasmine

Hello @metzkerw,

Thank you for providing more information.

You can access the official Quicken Support website by following this link. Once there, scroll down to the bottom of the page, where you'll find different support options with links to click (see screenshot). You will be prompted to sign in to proceed.

Also, please check your inbox—I’ve sent you a direct message regarding this matter. You can access your inbox by navigating to the message icon in the top right-hand corner of the Community page (see screenshot).

Thanks!

JFSamuels

I don't know if it would have helped in this case, but I have trained myself to hover over any link I am given and look at the lower left of my browser screen to see what URL will actually be accessed, no matter what the text says on the screen. If the site does not point to the official site of where I want to be, I do not click on the link. This has saved me many times.

Rensalier

JFSamuels - Excellent point on hovering over the results to see the exact URL that you will be taken to. Thank you for reminding me.

Quicken Jasmine

https://community.quicken.com/discussion/comment/20479686#Comment_20479686

Great advice, thanks for sharing!