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my name is***** am a computer expert with 17 years of experience and will help you as good as I can. I am sorry to hear about that problem, this is a SCAM unfortunately. May I remotely connect to your computer, so that I can directly analyze what they did to your computer and get rid of any malware and backdoors that they might have installed? This is a very safe option too because JustAnswer is an A+ accredited business with the BBB, you will be watching your screen and we will chat there as well so that you will always know what I will be doing next while fixing the problem.
Should you not be interested in this option and would like to solve the problem via this text-based chat instead, just let me know.
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Thanks for your patience and best regards,