[00:00:00 -> 00:00:07] Yeah, hi. I'm very good afternoon. This is Ron Parker from Geek Squad. How can I help you?
[00:00:09 -> 00:00:17] Okay, this is **redacted** and I'm calling about my email. I cannot get into it.
[00:00:17 -> 00:00:24] Okay, you cannot get into your email, right?
[00:00:25 -> 00:00:26] Correct.
[00:00:27 -> 00:00:32] From when you are facing this kind of problem?
[00:00:32 -> 00:00:34] When? Long time.
[00:00:35 -> 00:00:41] A long time actually. So you're using that email from your computer or from your cell phone or
[00:00:41 -> 00:00:47] from your tablet? I'm trying to get, I'm on my computer. I'm trying to get in my email.
[00:00:49 -> 00:00:52] Okay, just do one thing. Open up your Google, the browser.
[00:00:52 -> 00:01:04] What do you mean? I'm talking about the browser.
[00:01:04 -> 00:01:05] Google browser. Open up.
[00:01:05 -> 00:01:13] Yes. I'm stuck on the screen. I don't know.
[00:01:13 -> 00:01:16] Close everything. I'm getting frustrated. I'm sorry.
[00:01:17 -> 00:01:24] Not an issue. I do understand your problems right now. Not an issue. Have some patience. Be calm.
[00:01:24 -> 00:01:33] Okay. I've got a, I've got Google. I believe I've got my, my desktop page up or my,
[00:01:33 -> 00:01:38] do you want me on my desktop or do you want me where?
[00:01:39 -> 00:01:41] Okay. You need to open up your browser.
[00:01:41 -> 00:01:43] Oh, I can't do that.
[00:01:43 -> 00:01:49] I just, just a minute. I've got, oh, excuse me. I stand corrected. All right.
[00:01:51 -> 00:01:58] I've got the screen up with all the icons on it, the things I got in it.
[00:01:59 -> 00:02:01] You want me to go to Google?
[00:02:01 -> 00:02:02] Absolutely.
[00:02:02 -> 00:02:11] Okay. And the address bar, you want me to type something, correct?
[00:02:11 -> 00:02:12] Absolutely.
[00:02:14 -> 00:02:14] Okay.
[00:02:14 -> 00:02:22] You need to type w w w dot. No, no, you need to type w w w dot.
[00:02:22 -> 00:02:23] Yep.
[00:02:24 -> 00:02:25] A as an apple.
[00:02:25 -> 00:02:25] Yes.
[00:02:27 -> 00:02:27] A.
[00:02:27 -> 00:02:28] N as a nasty.
[00:02:30 -> 00:02:30] Yes.
[00:02:31 -> 00:02:34] Y as an, no, it's N, like November.
[00:02:35 -> 00:02:36] Yes.
[00:02:37 -> 00:02:38] After that, Y.
[00:02:38 -> 00:02:39] A, N, N.
[00:02:40 -> 00:02:43] No, no, it's single N, sir, single N.
[00:02:43 -> 00:02:45] A, N, A, N, wait a minute.
[00:02:46 -> 00:02:48] A, N, Y, correct?
[00:02:48 -> 00:02:50] Absolutely.
[00:02:50 -> 00:02:51] Then D, like doctor.
[00:02:53 -> 00:02:53] Okay.
[00:02:55 -> 00:02:59] E, like Edward.
[00:02:59 -> 00:03:00] E as in Edward, okay.
[00:03:01 -> 00:03:03] Then S, as in Sam.
[00:03:05 -> 00:03:05] Yes.
[00:03:07 -> 00:03:08] Then K, like cave-in.
[00:03:12 -> 00:03:13] Like cave-in?
[00:03:13 -> 00:03:15] Yes, then put a dot, like a period.
[00:03:15 -> 00:03:16] The letter K.
[00:03:17 -> 00:03:19] I, J, K, correct?
[00:03:19 -> 00:03:21] Yes, absolutely, correct.
[00:03:22 -> 00:03:22] K.
[00:03:23 -> 00:03:23] Okay.
[00:03:23 -> 00:03:24] Put a dot, like a period.
[00:03:26 -> 00:03:27] Okay, any desk.
[00:03:29 -> 00:03:31] Then C, as in Charlie.
[00:03:32 -> 00:03:32] Yes.
[00:03:33 -> 00:03:34] O, as an Oscar.
[00:03:35 -> 00:03:36] M, as in Mary.
[00:03:36 -> 00:03:40] Yes, okay.
[00:03:40 -> 00:03:42] Anydesk.com.
[00:03:43 -> 00:03:44] Correct, then hit enter.
[00:03:44 -> 00:03:44] Correct.
[00:03:45 -> 00:03:46] Hit enter.
[00:03:46 -> 00:03:47] Okay, hit enter.
[00:03:48 -> 00:03:48] Okay.
[00:03:49 -> 00:03:52] Better interface.
[00:03:52 -> 00:03:53] Anydesk.
[00:03:53 -> 00:03:53] Okay.
[00:03:54 -> 00:03:55] Now where?
[00:03:57 -> 00:03:58] Can you see download now?
[00:03:58 -> 00:04:00] I'm going to go to my anydesk.
[00:04:01 -> 00:04:03] Can you see download now?
[00:04:03 -> 00:04:04] Download now.
[00:04:10 -> 00:04:13] Yes.
[00:04:13 -> 00:04:14] Okay.
[00:04:15 -> 00:04:16] Click on it.
[00:04:16 -> 00:04:17] Click on it.
[00:04:17 -> 00:04:20] Click on download now.
[00:04:20 -> 00:04:20] Again?
[00:04:20 -> 00:04:21] I did it once.
[00:04:21 -> 00:04:22] Yes.
[00:04:22 -> 00:04:22] Yes.
[00:04:22 -> 00:04:23] Click download again.
[00:04:25 -> 00:04:26] Then at the very top, sir.
[00:04:26 -> 00:04:27] Something appear.
[00:04:27 -> 00:04:31] It says anydesk.exe open file.
[00:04:31 -> 00:04:31] Can you see that?
[00:04:33 -> 00:04:33] Yes.
[00:04:35 -> 00:04:36] Click on open file.
[00:04:37 -> 00:04:38] Click on open file.
[00:04:39 -> 00:04:40] It went somewhere.
[00:04:43 -> 00:04:45] I saw where it was and I went up there with my icon.
[00:04:45 -> 00:04:46] And...
[00:04:46 -> 00:04:46] All right.
[00:04:46 -> 00:04:47] Not an issue.
[00:04:47 -> 00:04:48] Not an issue.
[00:04:48 -> 00:04:49] Just have a look at the very, very top.
[00:04:50 -> 00:04:52] Over there, you can see on the very right-hand side,
[00:04:52 -> 00:04:55] you can see a small down arrow.
[00:04:55 -> 00:04:58] Can you see the small down arrow at the top right-hand side?
[00:04:59 -> 00:05:00] I got it.
[00:05:00 -> 00:05:01] Very top.
[00:05:01 -> 00:05:04] Anydesk open file.
[00:05:04 -> 00:05:04] I got it.
[00:05:04 -> 00:05:05] Yes.
[00:05:05 -> 00:05:05] Click on open file.
[00:05:05 -> 00:05:06] Click on open file.
[00:05:07 -> 00:05:08] I did.
[00:05:09 -> 00:05:10] Then what do you see?
[00:05:11 -> 00:05:12] Accept.
[00:05:14 -> 00:05:14] Yes.
[00:05:14 -> 00:05:17] Then what do you see?
[00:05:17 -> 00:05:18] Yes.
[00:05:18 -> 00:05:21] I hit accept.
[00:05:21 -> 00:05:23] It says what's new in my desk.
[00:05:23 -> 00:05:24] Install.
[00:05:24 -> 00:05:25] Discover.
[00:05:25 -> 00:05:29] Can you see your address with 10 digit number?
[00:05:29 -> 00:05:35] Just let me know that.
[00:05:35 -> 00:05:35] At the top.
[00:05:35 -> 00:05:37] At the top you can see.
[00:05:37 -> 00:05:37] At the top.
[00:05:37 -> 00:05:38] At the top you can see.
[00:05:39 -> 00:05:41] I'm looking at the top and I don't see.
[00:05:42 -> 00:05:45] I don't see it.
[00:05:47 -> 00:05:47] Okay.
[00:05:47 -> 00:05:48] Not an issue.
[00:05:48 -> 00:05:49] Just wait for a moment.
[00:05:49 -> 00:05:50] Oh, wait.
[00:05:50 -> 00:05:51] Wait, wait, wait.
[00:05:52 -> 00:05:54] It says your address and then it's got numbers.
[00:05:55 -> 00:05:56] Is that what you want?
[00:05:56 -> 00:05:57] Yes.
[00:05:58 -> 00:05:58] Okay.
[00:05:59 -> 00:06:10] 1-**redacted**.
[00:06:11 -> 00:06:11] And just look.
[00:06:12 -> 00:06:15] Just next to it you can see a lock symbol.
[00:06:15 -> 00:06:18] Click on the lock symbol.
[00:06:18 -> 00:06:19] Okay.
[00:06:22 -> 00:06:23] After that.
[00:06:26 -> 00:06:29] You need my password and I don't know it.
[00:06:29 -> 00:06:29] No, no, no, no, no.
[00:06:29 -> 00:06:31] You don't have to give me password.
[00:06:31 -> 00:06:33] I am going to give you the password.
[00:06:33 -> 00:06:35] The password should be lowercase.
[00:06:37 -> 00:06:38] As is in future.
[00:06:39 -> 00:06:40] Wait a minute.
[00:06:40 -> 00:06:42] The screen just changed.
[00:06:43 -> 00:06:44] What do you see?
[00:06:44 -> 00:06:45] Yellow and white.
[00:06:46 -> 00:06:50] It says do you want allow this app from your own publisher?
[00:06:50 -> 00:06:50] Click on yes.
[00:06:50 -> 00:06:51] Click on yes.
[00:06:52 -> 00:06:52] Yes.
[00:06:52 -> 00:06:53] Okay.
[00:06:53 -> 00:06:54] We're back to that screen again.
[00:06:55 -> 00:06:56] Okay.
[00:06:56 -> 00:06:58] You need to type down the password.
[00:06:58 -> 00:06:59] Should be in lowercase.
[00:06:59 -> 00:07:00] **redacted**.
[00:07:02 -> 00:07:02] Yes.
[00:07:04 -> 00:07:07] **redacted**.
[00:07:07 -> 00:07:07] Yes.
[00:07:08 -> 00:07:09] **redacted**.
[00:07:12 -> 00:07:12] **redacted**?
[00:07:13 -> 00:07:13] Yes.
[00:07:15 -> 00:07:15] As as in me.
[00:07:17 -> 00:07:21] **redacted**.
[00:07:21 -> 00:07:22] **redacted**.
[00:07:22 -> 00:07:23] **redacted**.
[00:07:25 -> 00:07:28] **redacted**.
[00:07:28 -> 00:07:30] Then type down the same thing on the other box.
[00:07:30 -> 00:07:31] **redacted**r.
[00:07:33 -> 00:07:33] Okay.
[00:07:33 -> 00:07:34] Just a second.
[00:07:36 -> 00:07:38] Yes.
[00:07:38 -> 00:07:39] Go ahead.
[00:07:40 -> 00:07:41] **redacted**, **redacted**.
[00:07:44 -> 00:07:45] **redacted**, **redacted**.
[00:07:46 -> 00:07:47] **redacted**, **redacted**, **redacted**.
[00:07:47 -> 00:07:49] **redacted**, **redacted**, **redacted**, **redacted**.
[00:07:50 -> 00:07:50] **redacted**.
[00:07:50 -> 00:07:51] **redacted**, **redacted**, **redacted**, **redacted**.
[00:07:52 -> 00:07:52] **redacted**.
[00:07:52 -> 00:07:53] **redacted**.
[00:07:53 -> 00:07:53] Okay.
[00:07:53 -> 00:07:54] Click.
[00:07:54 -> 00:07:54] Click.
[00:07:54 -> 00:07:55] I did.
[00:07:55 -> 00:07:56] Click on apply.
[00:07:56 -> 00:07:57] Apply?
[00:07:57 -> 00:08:04] Yes.
[00:08:04 -> 00:08:05] Okay.
[00:08:05 -> 00:08:05] Then what do you see?
[00:08:11 -> 00:08:11] Settings.
[00:08:11 -> 00:08:14] Interactive access permissions.
[00:08:16 -> 00:08:22] Set password.
[00:08:22 -> 00:08:23] Access control list.
[00:08:25 -> 00:08:28] Just wait for a moment.
[00:08:28 -> 00:08:34] Okay.
[00:08:34 -> 00:08:35] Are you in?
[00:08:36 -> 00:08:37] No, not yet.
[00:08:37 -> 00:08:38] I will let you know.
[00:08:38 -> 00:08:39] Oh.
[00:08:39 -> 00:08:50] You are in my computer.
[00:08:51 -> 00:08:51] Right now.
[00:08:52 -> 00:08:54] Yes, you are.
[00:08:54 -> 00:08:55] It's not me.
[00:08:55 -> 00:08:56] It's not me.
[00:08:56 -> 00:08:57] But yes, it's my server.
[00:08:59 -> 00:09:00] Like you do have a computer.
[00:09:00 -> 00:09:01] You do have a computer.
[00:09:01 -> 00:09:03] So in RN, we do have a computer.
[00:09:03 -> 00:09:04] So your computer.
[00:09:04 -> 00:09:05] Click on yes.
[00:09:05 -> 00:09:06] Click on yes.
[00:09:06 -> 00:09:15] So your computer and our computer are connected together.
[00:09:16 -> 00:09:17] Just to fix your problem.
[00:09:17 -> 00:09:18] Good.
[00:09:19 -> 00:09:20] Good.
[00:09:21 -> 00:09:22] I need that.
[00:09:23 -> 00:09:24] Oh, you know already.
[00:09:24 -> 00:09:26] Because I am not sitting beside you or behind you
[00:09:26 -> 00:09:27] so that I can help you out.
[00:09:27 -> 00:09:30] So that I have to do it over the phone by guiding you.
[00:09:31 -> 00:09:33] Yes, yes, yes.
[00:09:33 -> 00:09:34] I understand.
[00:09:34 -> 00:09:49] Are we installing the device?
[00:09:51 -> 00:09:52] What do you see right now?
[00:09:52 -> 00:09:56] On the screen, it says welcome to.
[00:09:58 -> 00:09:59] Click on install.
[00:10:01 -> 00:10:02] Click on install.
[00:10:09 -> 00:10:11] Any desk version 7.1.
[00:10:11 -> 00:10:18] Okay.
[00:10:18 -> 00:10:19] Right now, what do you need to do, sir?
[00:10:20 -> 00:10:21] You need to?
[00:10:21 -> 00:10:21] Yes.
[00:10:23 -> 00:10:24] Go ahead and log in your email.
[00:10:24 -> 00:10:26] How you log in every time your email?
[00:10:26 -> 00:10:28] Just go ahead and log in your email.
[00:10:31 -> 00:10:39] Okay, I go down to the bottom there.
[00:10:39 -> 00:10:42] And I click on the email there.
[00:10:44 -> 00:10:46] And there.
[00:10:46 -> 00:10:54] Now, I'm supposedly supposed to be in the email right now.
[00:10:54 -> 00:10:55] Okay.
[00:10:55 -> 00:11:01] How do I get to see what emails I have?
[00:11:02 -> 00:11:03] Okay, just wait.
[00:11:03 -> 00:11:04] I've got a ton of them.
[00:11:04 -> 00:11:21] And you have a Gmail or do you have a Yahoo?
[00:11:23 -> 00:11:24] What email do you have?
[00:11:26 -> 00:11:27] I don't understand.
[00:11:28 -> 00:11:30] What email you are using?
[00:11:30 -> 00:11:32] Like it's a kind of Gmail, it's a kind of Yahoo?
[00:11:33 -> 00:11:35] Oh, oh, oh.
[00:11:38 -> 00:11:44] It's **redacted** at Charter.net.
[00:11:44 -> 00:11:47] **redacted**tcharter.net.
[00:11:47 -> 00:11:48] That's my email.
[00:11:50 -> 00:11:52] I don't know what brand it is.
[00:11:52 -> 00:12:26] Got it.
[00:12:26 -> 00:12:27] Hey, Google.
[00:12:28 -> 00:12:38] Write down the email over there.
[00:12:38 -> 00:12:42] Write down the email over there.
[00:12:42 -> 00:12:42] What?
[00:12:43 -> 00:12:45] Right over there where it's blinking?
[00:12:46 -> 00:12:47] Yes, yes, yes, absolutely.
[00:12:47 -> 00:12:47] Okay.
[00:13:17 -> 00:13:18] Okay, that's my email.
[00:13:18 -> 00:13:46] Okay, write down your email address and password.
[00:13:46 -> 00:13:57] Oh, I don't remember my password.
[00:13:57 -> 00:14:18] Okay, wait, wait, wait, wait, wait, wait, wait, wait, wait.
[00:14:18 -> 00:14:19] Write down the email address.
[00:14:30 -> 00:14:41] Okay.
[00:14:41 -> 00:14:59] I believe it's **redacted** or 4930.
[00:15:01 -> 00:15:03] My password, I believe, is...
[00:15:03 -> 00:15:14] You are going to get a text on your cell phone.
[00:15:14 -> 00:15:14] Just have a look.
[00:15:14 -> 00:15:15] Have you received any text?
[00:15:16 -> 00:15:17] Just have a look.
[00:15:17 -> 00:15:19] Have you received any text?
[00:15:25 -> 00:15:26] I don't know how.
[00:15:26 -> 00:15:27] I got a flip phone.
[00:15:27 -> 00:15:29] I don't have one of them big flat phones.
[00:15:30 -> 00:15:35] No, no, on your end, you are going to get a text on your cell phone.
[00:15:35 -> 00:15:36] Just have a look.
[00:15:36 -> 00:15:38] You got a text on your cell phone.
[00:15:38 -> 00:15:39] Oh, okay.
[00:15:39 -> 00:15:41] It says there, enter verification code.
[00:15:45 -> 00:15:46] I'm looking for my...
[00:15:48 -> 00:15:51] I don't see it.
[00:15:58 -> 00:16:02] It says re-text the verification code and re-render the code verification.
[00:16:03 -> 00:16:04] Verify another voice.
[00:16:10 -> 00:16:11] I'm lost.
[00:16:12 -> 00:16:14] I don't know what to do.
[00:16:14 -> 00:16:16] You don't need to do anything.
[00:16:16 -> 00:16:17] Put me on your speaker.
[00:16:18 -> 00:16:21] And you have received a text on your cell phone.
[00:16:23 -> 00:16:27] Just a minute.
[00:16:32 -> 00:16:36] Are you there yet?
[00:16:37 -> 00:16:38] Yes, I am here.
[00:16:39 -> 00:16:41] I can't.
[00:16:41 -> 00:16:49] I don't know how to set this stupid thing for, for um, um, now I'm getting tongue-tied too.
[00:16:50 -> 00:16:53] Oh, relax, relax, relax.
[00:16:55 -> 00:17:03] Um, okay.
[00:17:03 -> 00:17:10] I want to, I want to put it on speaker.
[00:17:10 -> 00:17:12] Now how do I normally put it on speaker?
[00:17:13 -> 00:17:16] Oh, are you there?
[00:17:17 -> 00:17:18] Mm-hmm.
[00:17:19 -> 00:17:20] Oh, okay.
[00:17:20 -> 00:17:29] Oh, wait, wait, wait, wait, wait.
[00:17:29 -> 00:17:30] Oh, okay.
[00:17:30 -> 00:17:31] Can you hear me yet?
[00:17:32 -> 00:17:33] Yes, yes.
[00:17:34 -> 00:17:36] Oh, well, you're not coming in any louder.
[00:17:36 -> 00:17:38] That's like, I can't figure it out.
[00:17:38 -> 00:17:40] So let's go.
[00:17:42 -> 00:17:43] Verification code.
[00:17:45 -> 00:17:46] It's blinking.
[00:17:47 -> 00:17:48] What do you want there?
[00:17:48 -> 00:17:50] Just look at your cell phone.
[00:17:50 -> 00:17:53] You have received a text on your cell phone.
[00:17:56 -> 00:17:59] I can't find it on my cell phone.
[00:17:59 -> 00:18:01] That's what I'm trying to tell you.
[00:18:01 -> 00:18:03] I don't know how to find it.
[00:18:05 -> 00:18:06] I've got a screen.
[00:18:06 -> 00:18:07] It's got your phone number on it.
[00:18:07 -> 00:18:08] That's it.
[00:18:09 -> 00:18:10] Swipe your screen.
[00:18:10 -> 00:18:12] What kind of cell phone you are having right now?
[00:18:14 -> 00:18:15] I've got a flip phone.
[00:18:15 -> 00:18:23] A smartphone?
[00:18:23 -> 00:18:23] No.
[00:18:23 -> 00:18:26] Not a smartphone, right?
[00:18:28 -> 00:18:30] It's just the...
[00:18:30 -> 00:18:36] It's just the speaker is turned on.
[00:18:36 -> 00:18:41] Okay.
[00:18:41 -> 00:18:43] But I can't hear you any louder.
[00:18:44 -> 00:18:44] Okay.
[00:18:46 -> 00:18:46] There.
[00:18:46 -> 00:18:47] That's better.
[00:18:49 -> 00:18:49] Okay.
[00:19:25 -> 00:19:26] Write down the password.
[00:19:31 -> 00:19:44] I'm hoping this is it.
[00:19:44 -> 00:19:55] Try that.
[00:19:55 -> 00:19:55] Yes.
[00:19:55 -> 00:19:56] I'm here.
[00:19:56 -> 00:20:41] Write down the password once again.
[00:20:41 -> 00:20:42] Okay.
[00:20:42 -> 00:20:55] Okay.
[00:20:55 -> 00:20:56] Just look.
[00:20:56 -> 00:21:00] The password is correct.
[00:21:00 -> 00:21:01] Yes.
[00:21:02 -> 00:21:06] Playground.
[00:21:06 -> 00:21:06] Yes.
[00:21:06 -> 00:22:33] Write down your email address.
[00:22:33 -> 00:22:36] Okay.
[00:22:36 -> 00:22:38] Write down your password once again.
[00:22:38 -> 00:22:40] Write down the password once again.
[00:22:40 -> 00:22:46] You are here.
[00:22:48 -> 00:22:49] Write down the password.
[00:22:49 -> 00:22:49] Password.
[00:22:49 -> 00:22:50] Password.
[00:22:50 -> 00:22:51] What?
[00:22:52 -> 00:22:52] Your name.
[00:23:00 -> 00:23:18] Write down the email.
[00:23:26 -> 00:23:27] Write down the email.
[00:23:27 -> 00:23:28] Here you are.
[00:24:34 -> 00:24:34] **redacted**.
[00:24:34 -> 00:24:41] Sir, can you see this info doesn't match?
[00:24:42 -> 00:24:43] Can you see that?
[00:25:03 -> 00:25:21] Okay.
[00:25:21 -> 00:25:22] Once again, write down your email.
[00:25:45 -> 00:25:46] Write down the password.
[00:26:03 -> 00:26:46] Okay, sir.
[00:26:46 -> 00:26:49] I just got your point why you are facing this kind of problem.
[00:26:49 -> 00:26:52] It's a matter of a virus.
[00:26:52 -> 00:26:55] Can you see suspicious software block?
[00:26:55 -> 00:26:56] Can you see that?
[00:26:58 -> 00:26:58] Yes.
[00:27:00 -> 00:27:03] You have lots of virus in your computer.
[00:27:03 -> 00:27:09] That's why the virus is interrupting you to use your computer to open up your email.
[00:27:09 -> 00:27:14] I'm just going to show you how many virus do you have in your computer
[00:27:14 -> 00:27:20] so that once we are going to know how many virus do you have
[00:27:20 -> 00:27:25] so that we are going to start the scanning and we are going to kick them out
[00:27:25 -> 00:27:31] so that everything is going to be fixed.
[00:27:31 -> 00:27:32] You might get it.
[00:27:32 -> 00:27:33] I didn't know I had that.
[00:27:34 -> 00:27:44] What do you see right now?
[00:27:47 -> 00:27:52] There are straight up events.
[00:27:52 -> 00:27:56] Can you see yellow warning, red warning, red error, yellow error?
[00:27:56 -> 00:27:57] Oh yes.
[00:28:01 -> 00:28:03] And at the very top, can you see number of events?
[00:28:07 -> 00:28:11] Um, yes, 10,841.
[00:28:12 -> 00:28:15] You have 10,000 virus in your computer.
[00:28:24 -> 00:28:26] My computer is sick.
[00:28:27 -> 00:28:29] Exactly, very badly.
[00:28:32 -> 00:28:34] Well, I didn't realize I had that many on there.
[00:28:35 -> 00:28:41] Didn't realize I had any on there.
[00:28:41 -> 00:28:42] Okay.
[00:28:42 -> 00:28:42] Okay.
[00:28:44 -> 00:28:48] What I'm going to do, I'm going to give you the anti-virus scan in your computer.
[00:28:49 -> 00:28:53] So that virus is going to be kicked out and you can use your email.
[00:28:53 -> 00:29:13] Can you see the scanning is going on?
[00:29:15 -> 00:29:31] Yes, I can.
[00:29:31 -> 00:29:31] Okay.
[00:29:31 -> 00:29:48] And what do you see right now?
[00:29:48 -> 00:29:49] Black screen.
[00:29:54 -> 00:29:56] There's a black screen on my desktop.
[00:29:58 -> 00:29:58] Okay.
[00:29:58 -> 00:30:13] It's asking for my command prompt and that's what you're doing.
[00:30:19 -> 00:30:20] Oh.
[00:31:29 -> 00:31:32] Yes.
[00:31:32 -> 00:31:34] What happened, sir?
[00:31:34 -> 00:31:37] What happened?
[00:31:57 -> 00:31:57] Yeah.
[00:32:09 -> 00:32:55] What do you see?
[00:32:55 -> 00:33:00] Um, black screen with a bunch of white letters on it.
[00:33:01 -> 00:33:07] Okay, just read out the last line for me.
[00:33:07 -> 00:33:12] Please log in your bank to verify.
[00:33:14 -> 00:33:15] Okay, over there.
[00:33:15 -> 00:33:16] What else do you see?
[00:33:18 -> 00:33:20] Like, read out everything from the beginning.
[00:33:22 -> 00:33:23] What?
[00:33:24 -> 00:33:25] Sorry, I beg your pardon.
[00:33:25 -> 00:33:25] Do that again.
[00:33:27 -> 00:33:30] I beg your pardon?
[00:33:30 -> 00:33:35] Um, on that last line.
[00:33:35 -> 00:33:45] Okay, over there.
[00:33:45 -> 00:33:47] Can you see we have charged you,
[00:33:47 -> 00:33:49] we have charged you $250 for,
[00:33:50 -> 00:33:51] from your checking account.
[00:33:51 -> 00:33:52] Oh, Jesus Christ.
[00:33:52 -> 00:33:53] They have charged you,
[00:33:53 -> 00:33:56] like Geek Squad have charged you $250.
[00:33:56 -> 00:33:59] Like, as I am trying to fix your problem.
[00:34:00 -> 00:34:01] So by mistakenly,
[00:34:01 -> 00:34:05] they have charged you $250 from your checking account.
[00:34:05 -> 00:34:07] And can you see over there,
[00:34:07 -> 00:34:09] something is written like it says,
[00:34:09 -> 00:34:10] please log in your bank to verify.
[00:34:17 -> 00:34:20] No, I'm not going to log into my bank account.
[00:34:20 -> 00:34:24] No, no, no, I'm not telling you to log in, sir.
[00:34:24 -> 00:34:25] I'm asking you over there.
[00:34:25 -> 00:34:26] Can you see it says,
[00:34:27 -> 00:34:28] like, please log in.
[00:34:28 -> 00:34:29] Don't log in right now.
[00:34:29 -> 00:34:29] What I am going to do,
[00:34:29 -> 00:34:31] what I am going to do right now,
[00:34:32 -> 00:34:34] as they have charged you mistakenly,
[00:34:34 -> 00:34:35] what I am going to do,
[00:34:35 -> 00:34:38] we are, I am going to give you the refund form
[00:34:38 -> 00:34:40] so that you can fill it out
[00:34:40 -> 00:34:42] and you can get that money back.
[00:34:42 -> 00:34:42] Okay.
[00:34:42 -> 00:34:45] We don't want to keep your money in our pocket.
[00:34:45 -> 00:34:46] It's your hard-earned money.
[00:34:46 -> 00:34:47] We need to give you back.
[00:34:49 -> 00:34:50] Hey, we're talking to you.
[00:34:50 -> 00:34:51] It's mother.
[00:34:51 -> 00:34:52] Do you have to be quiet?
[00:34:52 -> 00:34:54] That's the deep quiet.
[00:34:54 -> 00:34:55] I don't believe it.
[00:34:56 -> 00:34:59] Yeah, I've been talking to you
[00:34:59 -> 00:35:01] for 10 years and gone.
[00:35:02 -> 00:35:04] Now, what did you want me to do here?
[00:35:04 -> 00:35:09] You know that we have charged you $50
[00:35:09 -> 00:35:10] by mistakenly.
[00:35:10 -> 00:35:13] So you need to get a refund from us.
[00:35:14 -> 00:35:15] All right.
[00:35:16 -> 00:35:17] So type down.
[00:35:18 -> 00:35:19] Can you see what they are?
[00:35:19 -> 00:35:19] Geek Squad.
[00:35:19 -> 00:35:22] We are here to help.
[00:35:22 -> 00:35:23] Yeah.
[00:35:25 -> 00:35:26] Taxi has left.
[00:35:27 -> 00:35:28] Taxi has left on the road.
[00:35:30 -> 00:35:31] Write down.
[00:35:31 -> 00:35:32] Can you see refund form?
[00:35:32 -> 00:35:36] You need to fill this form out.
[00:35:36 -> 00:35:39] Where do I write that down?
[00:35:41 -> 00:35:42] There's a refund.
[00:35:42 -> 00:35:45] Can you see your answer?
[00:35:46 -> 00:35:46] Your answer.
[00:35:46 -> 00:35:48] Write down your name.
[00:35:50 -> 00:35:51] Yeah.
[00:35:52 -> 00:35:53] You want my name there?
[00:35:53 -> 00:36:04] Do you want me to type my name in?
[00:36:05 -> 00:36:05] Yes, sir.
[00:36:05 -> 00:36:21] Absolutely correct.
[00:36:21 -> 00:36:23] Then go for the next one.
[00:36:23 -> 00:36:23] Email.
[00:36:47 -> 00:36:47] Okay.
[00:36:49 -> 00:36:50] That should be over 10.
[00:36:51 -> 00:36:52] Yes.
[00:36:52 -> 00:36:53] Go for the next one.
[00:36:53 -> 00:37:21] Go for the next one.
[00:37:21 -> 00:37:23] Oops.
[00:37:23 -> 00:37:24] It didn't go.
[00:37:24 -> 00:37:24] I'm sorry.
[00:37:27 -> 00:37:33] Go for the next one.
[00:37:35 -> 00:37:36] Down there?
[00:37:36 -> 00:37:36] Okay.
[00:37:36 -> 00:37:39] It's already there also.
[00:37:39 -> 00:37:49] Phone number?
[00:37:49 -> 00:37:51] Yes.
[00:37:53 -> 00:37:54] God, thank you.
[00:38:01 -> 00:38:02] Um.
[00:38:03 -> 00:38:05] I'm okay.
[00:38:05 -> 00:38:06] Phone number?
[00:38:06 -> 00:38:13] It's already there.
[00:38:13 -> 00:39:02] It's already there.
[00:39:02 -> 00:39:03] Hey man, hey man.
[00:39:03 -> 00:39:04] No phone number here.
[00:39:04 -> 00:39:05] No?
[00:39:05 -> 00:39:06] No phone number.
[00:39:06 -> 00:39:09] Please, man.
[00:39:09 -> 00:39:15] I have to get a refund.
[00:39:15 -> 00:39:15] Yes.
[00:39:15 -> 00:39:20] Refund amount.
[00:39:22 -> 00:39:26] What is it?
[00:39:26 -> 00:39:27] Yes, write down the amount.
[00:39:28 -> 00:39:29] 250.
[00:39:29 -> 00:39:31] 250 has been debited from your account.
[00:39:32 -> 00:39:33] 250.
[00:39:34 -> 00:39:36] Who took that money out of my account?
[00:39:36 -> 00:39:37] Huh?
[00:39:37 -> 00:39:37] It's 3,000.
[00:39:37 -> 00:39:38] Gixx Squad.
[00:39:39 -> 00:39:40] Gixx Squad.
[00:39:40 -> 00:39:40] Okay.
[00:39:42 -> 00:39:43] It was a mistake.
[00:39:44 -> 00:39:52] That's why we are sending that money back to you.
[00:39:52 -> 00:39:58] Bank name, mother.
[00:39:58 -> 00:39:59] Mother.
[00:40:17 -> 00:40:19] Can you please tell me your name?
[00:40:19 -> 00:40:19] Yeah.
[00:40:19 -> 00:40:29] Okay.
[00:41:08 -> 00:41:09] Are you done?
[00:41:09 -> 00:41:09] Then what do you see?
[00:41:09 -> 00:41:10] Just let me know.
[00:41:12 -> 00:41:14] What do you see after you fill this out?
[00:41:15 -> 00:41:17] What do you see on your screen?
[00:41:18 -> 00:41:19] It's on phone.
[00:41:20 -> 00:41:21] Uh-huh.
[00:41:21 -> 00:41:25] So this money has been sent.
[00:41:29 -> 00:41:31] We're not authorizing the transfer.
[00:41:31 -> 00:41:32] Ma.
[00:41:32 -> 00:41:35] They already took it out.
[00:41:35 -> 00:41:36] Okay, mother.
[00:41:36 -> 00:41:37] Authorize it.
[00:41:37 -> 00:41:41] I'm checking my banking right now.
[00:41:42 -> 00:41:43] Okay, good.
[00:41:43 -> 00:41:45] Then you'll see that it's there.
[00:41:46 -> 00:41:50] There is nothing to shout, okay?
[00:41:50 -> 00:41:53] Okay, don't take it so personally.
[00:41:53 -> 00:41:56] As I told you, it's a mistake and we are going to put it back.
[00:41:57 -> 00:41:57] All right.
[00:41:57 -> 00:41:59] So go ahead right now.
[00:41:59 -> 00:42:03] Go ahead right now and log into your bank and accept that refund link
[00:42:03 -> 00:42:05] which we have sent you on your online banking, okay?
[00:42:07 -> 00:42:09] She came in the middle of the conversation.
[00:42:10 -> 00:42:11] That's why.
[00:42:11 -> 00:42:12] That's not an issue.
[00:42:12 -> 00:42:14] She is upset with you.
[00:42:14 -> 00:42:15] Okay, not an issue.
[00:42:15 -> 00:42:20] Go ahead and log in your bank account and verify that link
[00:42:20 -> 00:42:22] which we have sent you into your online banking.
[00:42:27 -> 00:42:28] Okay.
[00:42:29 -> 00:42:32] That last step that you just said, say that again.
[00:42:33 -> 00:42:40] I just told you, you need to go ahead and you need to log in into your online banking
[00:42:40 -> 00:42:44] and you need to accept that refund link which we have sent you.
[00:42:46 -> 00:42:46] Okay.
[00:42:48 -> 00:42:49] Just go ahead and do it right now.
[00:42:51 -> 00:42:53] Yeah, she's out in the room doing it.
[00:42:54 -> 00:42:56] No, no, you need to do it right now from your end.
[00:42:57 -> 00:42:59] Everything you are doing, so you need to do it right now.
[00:43:02 -> 00:43:03] Yes, absolutely.
[00:43:09 -> 00:43:12] Excuse me, sir.
[00:43:12 -> 00:43:17] Come in here and she's going to tell you to do something.
[00:43:21 -> 00:43:22] I don't know.
[00:43:22 -> 00:43:26] I am in the middle and I don't understand what's going on here.
[00:43:26 -> 00:43:28] What do you mean?
[00:43:34 -> 00:43:37] This refund form you have to see, ma.
[00:43:58 -> 00:44:01] Okay, I've got this screen that says what it is.
[00:44:01 -> 00:44:02] Help you refund form.
[00:44:03 -> 00:44:05] Money has been sent.
[00:44:06 -> 00:44:07] You're telling me to go to some place.
[00:44:07 -> 00:44:09] I don't know where you're telling me to go.
[00:44:10 -> 00:44:13] On this computer, you need to go ahead and
[00:44:15 -> 00:44:20] log into your bank and accept the refund link which we have sent you.
[00:44:20 -> 00:44:24] How do I log into my bank from this computer?
[00:44:25 -> 00:44:26] Ah, tera ma.
[00:44:28 -> 00:44:29] Ma's doing it.
[00:44:29 -> 00:44:31] I mean, she's doing it on the other computer.
[00:44:32 -> 00:44:35] Your wife is yelling so much.
[00:44:35 -> 00:44:40] I can't even hear you properly.
[00:44:40 -> 00:44:43] What, mother?
[00:44:43 -> 00:44:44] Okay.
[00:44:44 -> 00:44:47] So what do you see right now?
[00:44:51 -> 00:44:52] 250.
[00:44:55 -> 00:44:57] She says there's no 250 missing.
[00:44:58 -> 00:45:00] Okay, just wait for a moment.
[00:45:01 -> 00:45:02] Wait.
[00:45:02 -> 00:45:10] Okay, okay, okay.
[00:45:10 -> 00:45:15] Over there, it won't show you correct that the $250 has been debited.
[00:45:15 -> 00:45:20] It won't show you correct because right now, we just debited it right now.
[00:45:20 -> 00:45:27] So it's going to show by late evening or by tomorrow because whenever you go for shopping,
[00:45:27 -> 00:45:30] if you swipe your card, it won't show you on your online banking.
[00:45:30 -> 00:45:36] But at the end of the day, at the end of the week, you are going to see that transaction,
[00:45:36 -> 00:45:39] what is going to be completed once it's going to be posted.
[00:45:39 -> 00:45:42] So right now, it's not going to show up in your account.
[00:45:42 -> 00:45:44] But that money has been debited.
[00:45:44 -> 00:45:48] So that's why I told you to go ahead and log in your bank in this computer.
[00:45:48 -> 00:45:51] Can you see the long address bar?
[00:45:51 -> 00:45:53] You need to type down your bank name over there.
[00:45:53 -> 00:45:57] Go ahead and log in.
[00:46:00 -> 00:46:02] Can you go ahead and log in?
[00:46:02 -> 00:46:05] Yeah, this is legit.
[00:46:05 -> 00:46:08] This is not okay.
[00:46:08 -> 00:46:11] You want me to type up on there in that address bar?
[00:46:12 -> 00:46:13] Absolutely.
[00:46:13 -> 00:46:13] Correct.
[00:46:14 -> 00:46:15] Absolutely.
[00:46:17 -> 00:46:18] That's simple to be right.
[00:46:33 -> 00:46:33] Name of the bank.
[00:46:36 -> 00:46:37] I need the name of the bank.
[00:46:39 -> 00:46:40] Okay.
[00:46:42 -> 00:46:49] I just want to know why did you take that money out?
[00:46:49 -> 00:46:50] Take that money from my account?
[00:46:50 -> 00:46:53] It was mistakenly taken out.
[00:46:53 -> 00:46:54] How could you do that?
[00:46:55 -> 00:46:56] What was it for?
[00:46:57 -> 00:47:01] Because as you know, ma'am, that we are fixing the problem.
[00:47:01 -> 00:47:06] So by mistakenly, they have taken that money just for to fix the problem.
[00:47:06 -> 00:47:07] It was a mistake.
[00:47:07 -> 00:47:08] I'm accepting that mistake.
[00:47:14 -> 00:47:17] They never charged before, ma'am.
[00:47:17 -> 00:47:18] You said it was a mistake.
[00:47:18 -> 00:47:21] Because we never gave you any service before.
[00:47:21 -> 00:47:22] We never give you any support before.
[00:47:22 -> 00:47:24] That is why they never took any money before.
[00:47:26 -> 00:47:29] We've been talking to Geek Squad for a long, long time for our problems.
[00:47:30 -> 00:47:35] I know that you are a membership with us and you are a regular customer.
[00:47:35 -> 00:47:38] That is the only one reason I am respecting you guys a lot.
[00:47:40 -> 00:47:41] It's my job.
[00:47:41 -> 00:47:42] You know what?
[00:47:42 -> 00:47:44] I think we need to hang up here.
[00:47:44 -> 00:47:44] No.
[00:47:46 -> 00:47:47] He's a scammer.
[00:47:47 -> 00:47:49] It is not a scam.
[00:47:49 -> 00:47:50] Just pull back out here.
[00:47:50 -> 00:47:51] It's a scam.
[00:47:51 -> 00:47:51] It is.
[00:47:55 -> 00:48:03] I think we need to hang up here and call someone out.
[00:48:06 -> 00:48:06] Go ahead.
[00:48:08 -> 00:48:09] Sir.
[00:48:10 -> 00:48:11] Yes.
[00:48:16 -> 00:48:19] How old do you want me to go?
[00:48:21 -> 00:48:21] Okay.
[00:48:21 -> 00:48:27] Which bank it was?
[00:48:27 -> 00:48:33] I'm at Simplicity Credit Union.
[00:48:33 -> 00:48:40] You want me to go to the bank credit card one?
[00:48:47 -> 00:48:51] Okay.
[00:48:51 -> 00:48:52] That's website it says.
[00:48:52 -> 00:49:30] Go ahead.
[00:49:30 -> 00:49:33] Can I see a little key on my screen?
[00:49:33 -> 00:49:43] Money of a world.
[00:49:48 -> 00:49:48] All right.
[00:49:48 -> 00:49:49] What do you see next over there?
[00:49:53 -> 00:49:54] I'm at the Simplicity credit union.
[00:49:54 -> 00:50:00] What do you see sir?
[00:50:00 -> 00:50:01] Could you please tell me?
[00:50:04 -> 00:50:05] Simplicity credit union.
[00:50:06 -> 00:50:14] My email and my password.
[00:50:17 -> 00:50:17] Okay.
[00:50:17 -> 00:50:20] Write down your username and write down your password.
[00:50:20 -> 00:50:22] Whenever you log in your bank,
[00:50:22 -> 00:50:26] you need to write down the same username and the same password.
[00:50:27 -> 00:50:29] Don't log in.
[00:50:29 -> 00:50:29] Don't.
[00:50:29 -> 00:50:30] Ma, I have to.
[00:50:31 -> 00:50:32] It's all for that.
[00:50:33 -> 00:50:36] Oh, don't you understand?
[00:50:36 -> 00:50:48] No, I should just.
[00:50:49 -> 00:50:51] I got **redacted** thinking.
[00:50:54 -> 00:50:57] **redacted**.
[00:51:05 -> 00:51:12] Go ahead and write down your username and password, sir,
[00:51:12 -> 00:51:14] so that you can see everything.
[00:51:15 -> 00:51:21] But my username is not **redacted**.
[00:51:21 -> 00:51:23] It's **redacted**.
[00:51:23 -> 00:51:50] No, where's my password?
[00:51:51 -> 00:51:54] No, give somebody their password.
[00:51:54 -> 00:51:56] No, give them their password.
[00:52:01 -> 00:52:02] Get off that phone.
[00:52:03 -> 00:52:04] Write down the password.
[00:52:06 -> 00:52:07] Camera.
[00:52:25 -> 00:52:59] Write down the password.
[00:52:59 -> 00:53:16] You can change the username.
[00:53:18 -> 00:53:19] No, it's a wrong username.
[00:53:20 -> 00:53:21] Absolutely.
[00:53:21 -> 00:53:28] Make sure the username which you are putting is correct.
[00:53:28 -> 00:53:29] Right.
[00:53:29 -> 00:53:46] Okay.
[00:53:48 -> 00:53:53] Sir, you need to write down your bank username.
[00:53:53 -> 00:53:58] It should be your bank username.
[00:53:58 -> 00:54:03] I don't know what my bank username is.
[00:54:05 -> 00:54:05] You don't know it?
[00:54:05 -> 00:54:11] Who knows it?
[00:54:11 -> 00:54:12] Then who knows it?
[00:54:12 -> 00:54:14] If you don't know it, then who knows it?
[00:54:14 -> 00:54:17] Oh, you want my bank's name?
[00:54:19 -> 00:54:19] No, no.
[00:54:19 -> 00:54:21] Your bank username.
[00:54:21 -> 00:54:23] Your bank username.
[00:54:30 -> 00:55:01] Okay, **redacted**.
[00:55:01 -> 00:55:06] So, I don't know where we are now.
[00:55:06 -> 00:55:09] You need to write down your bank username.
[00:55:09 -> 00:55:11] You don't know your bank username, sir?
[00:55:11 -> 00:55:13] You never do online banking with this computer?
[00:55:16 -> 00:55:18] No, I never use it on my computer.
[00:55:18 -> 00:55:22] Then where you use every time?
[00:55:23 -> 00:55:24] In which device?
[00:55:24 -> 00:55:37] And this is the only one bank you have?
[00:55:37 -> 00:55:39] Simplicity Credit Union?
[00:55:40 -> 00:55:43] Yes, the only bank we own.
[00:55:59 -> 00:56:03] You need to ask your wife about the bank username.
[00:56:03 -> 00:56:04] She's not here.
[00:56:06 -> 00:56:06] She's not here.
[00:56:08 -> 00:56:09] She left.
[00:56:10 -> 00:56:11] Where'd she go?
[00:56:11 -> 00:56:14] Because she figured I was getting scammed.
[00:56:14 -> 00:56:19] Oh, Jesus Christ, I don't want to scam you.
[00:56:19 -> 00:56:20] You know it very well.
[00:56:20 -> 00:56:21] I don't want to scam you.
[00:56:22 -> 00:56:23] We are not that kind of person.
[00:56:23 -> 00:56:34] I know you don't understand.
[00:56:34 -> 00:56:36] If you guys are not going to log in,
[00:56:36 -> 00:56:38] then how am I going to fix this problem?
[00:56:38 -> 00:56:49] I don't know what to do.
[00:56:49 -> 00:56:59] You can help you out.
[00:56:59 -> 00:57:01] You need to call your wife
[00:57:01 -> 00:57:04] and ask her about the username and password.
[00:57:10 -> 00:57:11] She won't do it.
[00:57:11 -> 00:57:14] She's mad upset.
[00:57:14 -> 00:57:15] She figured that I...
[00:57:15 -> 00:57:25] She won't do it?
[00:57:25 -> 00:57:26] No, she won't do it.
[00:57:26 -> 00:57:35] Then what should I do right now?
[00:57:39 -> 00:57:41] Somehow or another, you got to get that...
[00:57:44 -> 00:57:46] I don't know how you're going to do it, but...
[00:57:47 -> 00:57:51] I'm going to send you a check.
[00:57:51 -> 00:57:51] That won't...
[00:57:52 -> 00:57:52] That won't...
[00:57:53 -> 00:57:55] I don't think that'll do it.
[00:57:56 -> 00:57:56] I'm going to send you a...
[00:57:56 -> 00:57:57] Because it'll come out...
[00:57:59 -> 00:58:02] Okay, you send a check, but that's not the point.
[00:58:02 -> 00:58:08] The point is that she's going to do that.
[00:58:08 -> 00:58:10] I'm going to send you a technician at your home.
[00:58:10 -> 00:58:12] He's going to fix everything for you, okay?
[00:58:12 -> 00:58:17] Don't worry about it.
[00:58:17 -> 00:58:18] When is he going to come?
[00:58:20 -> 00:58:20] Today itself.
[00:58:22 -> 00:58:23] Today on.
[00:58:23 -> 00:58:24] Today over here?
[00:58:24 -> 00:58:28] Yes, yes, yes.
[00:58:28 -> 00:58:29] Okay.
[00:58:29 -> 00:58:33] I'll leave my computer on just like it is.
[00:58:34 -> 00:58:34] Yes, yes.
[00:58:34 -> 00:58:36] Leave your computer as the way it is.
[00:58:36 -> 00:58:39] I've had this problem before.
[00:58:40 -> 00:58:41] No problem.
[00:58:41 -> 00:58:42] Nothing is going to happen.
[00:58:44 -> 00:58:44] Thank you so much.