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I just allowed an Apple Support imposter download gotoassist…

Customer Question
I just allowed an...

I just allowed an Apple Support imposter download gotoassist to my computer to gain remote access to my serial number and computer. I can change all my passwords but how do I ensure he's not watching me change my passwords? How can I be sure I'm rid of him?

Technician's Assistant: When did you last change your password ***** Apple ID?

Recently but before the scammer called me.

Technician's Assistant: Did you try resetting through Apple's online account reset tool?

No. how do I do that?

Submitted: 1 month ago.Category: Mac
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Customer reply replied 1 month ago
Are you still working on the response?
Customer reply replied 1 month ago
Since no one has addressed my question, how do I get my money refunded?
Answered in 2 hours by:
1/5/2018
Mac Support Specialist: Justin Johnson, Mac Genius replied 1 month ago
Justin Johnson
Justin Johnson, Mac Genius
Category: Mac
Satisfied Customers: 1,556
Experience: Training and Development at Scientifically Speaking
Verified

Hi! I am Justin. Let me take a chance to look over your question. If you have any additional details please type it in and hit the reply to expert button.

If you would like remote support please select the Secure Remote Assistance option. If you do not want remote support please ignore the prompt.

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Mac Support Specialist: Justin Johnson, Mac Genius replied 1 month ago

Go to Assist is a normal application used in remote assistance. This is JustAnswer.com though. Are you aware of that?

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Customer reply replied 1 month ago
I am aware. I need to know if a Apple Support Imposter was able to access my computer remotely including adding GoToAssist, Activity Monitor, and Notes to include my name, email address and phone number, does that Imposter now have access to everything that was on my computer? If so, how do I shake him? I have already changed my most crucial passwords. He said my Network had been hacked and tried to get me to purchase a $295 2 year customer support option with "Cyber Security Center." I told him I needed to research the company first. He said I couldn't with Safari because the "You MacOS computer has been hacked" pop-up would keep appearing. I told him I could research the company with Chrome and he got off the phone. I then check Apple's customer support numbers and none of them matched the number I called. Do I need to do anything to make sure my Mac can continue to be secure?
Customer reply replied 1 month ago
Can I continue this request tomorrow morning? I'm too tired to start this now.
Mac Support Specialist: Justin Johnson, Mac Genius replied 1 month ago

Your remote support request failed payment.

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Customer reply replied 1 month ago
Also, I looked at my account and was already billed for the $5.00 and have not yet received any help. What is the $5.00 payment for? Not sure why the $5.00 payment went through on the same card but this second payment will not.
Mac Support Specialist: Justin Johnson, Mac Genius replied 1 month ago

In my experience it is because they get flagged for fraud. People have a tendency to report us a fruad because they don't think they are going to get their money back, but we are good at getting money back quickly. I went through the process once just to see how it would go and I was surprised how quick it came back into my account.

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Customer reply replied 1 month ago
What does the $5.00 I've already been charged, cover?
Mac Support Specialist: Justin Johnson, Mac Genius replied 1 month ago

So the way JustAnswer works is $5 is the initial fee. You should have picked the price you wanted upon arrival for how quick and detailed you wanted your response. That will be charged as part of the cost when you accept an answer. The remote support is another $39 as most support tickets are handled through chat. What you you like to have happen?

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Customer reply replied 1 month ago
I'm going to sleep on it and decide in the morning since I'm too tired tonight. Can I do that?
Mac Support Specialist: Justin Johnson, Mac Genius replied 1 month ago

Yes you can. I will be here in the morning too. Have a good one!

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Customer reply replied 1 month ago
I just checked my credit card and it was charged $5.00 to initiate plus an additional $31.00 even though there were no services provided. How can I cancel the $31.00 charge?
Mac Support Specialist: Justin Johnson, Mac Genius replied 1 month ago

I will submit the refund.

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Customer reply replied 1 month ago
Can I get the $5.00 refunded also? I never received any services.
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Disclaimer: Information in questions, answers, and other posts on this site ("Posts") comes from individual users, not JustAnswer; JustAnswer is not responsible for Posts. Posts are for general information, are not intended to substitute for informed professional advice (medical, legal, veterinary, financial, etc.), or to establish a professional-client relationship. The site and services are provided "as is" with no warranty or representations by JustAnswer regarding the qualifications of Experts. To see what credentials have been verified by a third-party service, please click on the "Verified" symbol in some Experts' profiles. JustAnswer is not intended or designed for EMERGENCY questions which should be directed immediately by telephone or in-person to qualified professionals.

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