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I am sorry to hear about that problem. My name is***** am a computer expert with 17 years of experience and will help you as good as I can.
This is a SCAM unfortunately, I just had the same happening to 3 more of my customers during the last 2 weeks. First off, you should charge back the $499 you paid to them, you will never get anything from them in return for that money, they just "run" with it. Then we should inspect your computer together via a remote-connection because they often install viruses and or backdoors so that they can access your computer again in the future. I can make sure that any and all backdoors will be removed and all viruses are cleaned up if you wish me to do that (via a remote assistance on your computer).
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Thanks for your patience and best regards,