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Received email from USKINDLEHELP:xyz saying it was an Amazon…

Customer Question
Received email from USKINDLEHELP:xyz...

Received email from USKINDLEHELP:xyz saying it was an Amazon Virus Alert and to answer the email within 5 minutes. They wanted to sell me a $149.99 virus protection. Online Chat said it did not come from Amazon. Downloaded a virus prottection. Now email is back and my Kindle is locked. When I called them today, I spoke to same man, now wanting $99.99 to unlock my device. Is this a scam and what do I do?

Technician's Assistant: What's the make/model of your device? How old is it?

Kindle Fire 10", I think 5th generation

Technician's Assistant: How long has this been going on? What troubleshooting have you tried?

First e-mail Sunday. I called number given and was told $149.99 to protect device. Chat agent later told me it did not come from Amazon. Same email was on device today and I foolishly called them because I could not get online. This time I talked to the same man and he said he would find the problem. Told me to connect Kindle to PC and he supposedly ran a check to find the problem. Device is still locked and I am afraid I have compromised my personal information

Technician's Assistant: Anything else you want the E-reader Expert to know before I connect you?

No. I am almost 80 and not very tech savvy. Help

Submitted: 10 months ago.Category: Android Devices
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Answered in 7 hours by:
9/27/2017
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago
arsufi2002
arsufi2002, Hobbyist
Category: Android Devices
Satisfied Customers: 1,833
Experience: I have been using and troubleshooting android phones for 3 years.
Verified

Hello and welcome to Justanswer.

My name is ***** ***** I am sorry to hear that you have this issue. I look forward to assist you today with your question and provide the best solution possible.

Please save this page to favorites( ctrl + d) so that you can reconnect in case you get disconnected.

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Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

I can see that your kindle fire is messed up.

It would be wise to do a complete factory reset.

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Customer reply replied 10 months ago
How do I get a factory reset? Has my personal information been compromised?
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

I am not sure that your personal information been compromised.

If you are ready to do a factory reset, let me remind you that you will lose all your data saved in the tablet and it will be just like a new one.

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Customer reply replied 10 months ago
I have been billed $36 to get an answer to this problem and I want to know what the problem is and what damage has been done. I do not want to lose all of my information stored on my Kindle. I have a small paper white kindle. Can all of the books be downloaded be saved to that device?
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

All the books bought from amazon will be synced with your amazon account.

And if you are using the same amazon account in your paperwhite, then you will get those books synced in that device too.

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Customer reply replied 10 months ago
I will not pay another $20 when you have not answered my questions yet. This is beginning g to sound like another scam
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

Regarding the problem, you got a malware on your tablet.

This is the technical support queue and i am not aware of any billing details.

If you need more help with the billing, i can provide the no for our customer care

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Customer reply replied 10 months ago
Ok. I have a malware on my tablet. How do I remove it without losing all of my downloaded content?
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

You can try installing any antivirus for your tablet?

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Customer reply replied 10 months ago
My original statement said that I have already installed antivirus protection. I still have the email message popping up
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

What is the name of the antivirus which you have installed?

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Customer reply replied 10 months ago
Norton that is compatible with Kindle
Customer reply replied 10 months ago
One of Australia's recommended by amazon
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

Did you scan the tablet after installing it?

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Customer reply replied 10 months ago
One of a list provided by Amazon
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

Which list is that?

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Customer reply replied 10 months ago
No
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

Sorry, i lost you there.

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Customer reply replied 10 months ago
A live chat agent provided a list of antivirus programs I could download
Customer reply replied 10 months ago
I have not run a check for viruses
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

Please do a complete scan as soon as possible.

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Customer reply replied 10 months ago
I just ran the scan and it says no malware or spyware was found
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

Was it a full scan or a quick scan?

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Customer reply replied 10 months ago
There is only one scan option for Anti Malware
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

Is it just an Anti malware or a complete antivirus?

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Customer reply replied 10 months ago
It says Norton Mobile Security Lite. Is that not sufficient?
Android Device Expert: arsufi2002, Hobbyist replied 10 months ago

Isn't that a free software?

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