Tech Matrix Infosolutions Inc

Just had this experience with this company, pop up on my computer, give a phone # for repair, called and got "technician", then saw that this was probably a scam for money but by then they had gotten in to my computer. Have changed my password on the computer and will change other passwords and do credit card notifications. This came up through a link I clicked from [redacted] to an article about something else entirely….BEWARE! Now I'm very nervous. Have put my firewall back on and done everything I know to re-establish security and will probably call a computer expert I personally know tomorrow to see what else I may need to do. Bad stuf!

Review: I was scammed into believing that my computer was hacked and contained multiple harmful viruses. A pop up appeared and had a very scary alert message and told me to call an 800 number immediately so the vulnerability could be fixed. It is a scare tactic! You could not click out of the pop up and my computer was essentially frozen. I was panicked and called the number...the rep said he was from [redacted] and that my security software crashed my firewall ( a total lie as I had a professional say later that was not the case). Then the rep said the only thing I could do was purchase new security software through him, which I thought would be [redacted]. It was NOT. All of a sudden I'm transferred to another rep who takes over my computer and "does the work". He installs Yodashield...never heard of it. After charging me $159 and disabling all of my existing security. I was stupid to fall for this, and reacted too fast to the scare tactic. After they were done, I did some research and now know I was scammed. I had a professional erase,what they had done, but who knows what info they stole. I called back the 800 # and tried to get a refund, but they said they would only give me $60 back. They said it would be credited in 15 days, which is not up yet, so I cannot say whether they will actually refund me the $60. This firm needs to be shut down. I want my money back....full refund of $160!Desired Settlement: I want a full refund of the $160 charged to my credit card, and I think this firm should be shut down for deceptive advertising, scare tactics and manipulation.

Business

Response:

As per the desired settlement of the customer, we have processed the refund of rest of $99.99 with the refund confirmation #[redacted] completing the full refund on the customer's account with us.Earlier we have already processed the refund of $60.00 with the refund confirmation #[redacted] on [redacted] of May 2015.We have tried calling the customer in this regard to clarify any doubts she may have on us being legitimate, however, the customer was not available. We, therefore, would like to take this as an opportunity to assure that we are a legitimate company and that we always represent us as a third party independent technical support provider. Our 30 days money back guarantee policy is made to ensure any customer who do not wish to stay with us may leave us on a good note with their money refunded immediately.We always ensure that any customer who is registering with us have a complete clarity on us being an independent company and not affiliated to any other software or hardware manufacturer, before they register with us. We do not register any customer unless we get a "yes" from the customer during the verification process by a YodaCare Sales Verification Officer who clearly represents us as an independent third party technical support provider before taking verbal authorization from the customer.Regards,YodaCare

Review: This outfit is purely a SCAMMMM!!! They hyjacked my computer by locking it up with a blue screen with a message claiming that my computer was infected with a virus and gave a phone number for tech support to address the issue. Once I called the number, they took control of the computer, installed some bogus crap for the "server infection", and then charged my credit card. It was like having a gun to my head. It was a horrible experience. I requested that the credit card company reverse the charges of $369.98, but may have to file a claim to reverse the charges. I then called ###-###-#### and asked them to cancel the service. The man with the thick accent was argumentative and not cooperative. I do not trust this company.Desired Settlement: I would like to warn others to shut down your computer and walk away if you get the blue screen from these crazy manipulative people. This company should be shut down.

Business

Response:

Dear Janet, thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in form of a check #[redacted] in the amount of $369.98 and will be mailed to you today via certified mail. Please feel free to let me know if there is anything else I can do for you. Thank you.Regards, Sophie.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Yoda Care's advertising was a scam and signed me up under the false pretenses of being a certified [redacted] dealer. They had a pop-up on my computer causing me to think my computer was infected with a virus. As a result I spoke with them and they told me it was imperative I had my laptop fixed. They said they were certified by [redacted]. Immediately after signing a $369 contract I realized I was not comfortable with the contract and tried to get out of the deal. They agreed to a $210 refund as a one time "fix it fee. Since that time, my laptop has not been fixed. In fact, I called [redacted] and they told me they never heard of Yoda Care. I also researched the company and realized how many other people have been scammed by this company. I had an [redacted] technician help me remove the software they installed on my laptop and then spent half a day calling all my banks and changing all my passwords to prevent them from hacking into my files.Desired Settlement: I would like a two-fold outcome.

1. A complete refund of all my money

2. An investigation into this company's practices so others are warned about their scam.

Business

Response:

We from Tech matrix, parent company of YodaCare are issuing a $169.00 refund ck#[redacted]. Yoda Care will respond separately to this claim, since they had a direct contact with this customer. Thank you.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Ordered Advantage Support on May **, 2015. Before session was complete realized that I did not need this service and immediately asked if I could cancel and be refunded the 295.99 charge. Was told that I could not receive full refund due to using the service. Was told I would receive refund in 10-15 days. Called back 5-**-15 to verify refund process had begun. Deleted program from computer. Called back 6-*-15 to check on refund and was told it would take 15-20 days from date of request. Called 6-**-15 because still had not been refunded. First call was disconnected while on hold as agent checked on refund he said had already been sent. Tried to call back 4 times and could hear reps talking in the background, but no one responded on our line. Made final attempt, was able to speak with a rep and still could not resolve situation. I am unsure of amount of refund. I have been given different amount each time I call. The refund policy states that they offer a 30 day money back guarantee minus $69.99 non-refundable diagnostic fee.Desired Settlement: Receive refund as promised.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I was working on my computer on Saturday, February *, 2015. Everything I was working on "left" and my screen was taken over with a note that my computer had been infected, and that I needed to contact a customer service number. I reluctantly did so, as I could not do anything else with my computer.I spoke with a person with an I[redacted] accent (in the sales department??). After a bit, he transferred me to someone in their "service" department. He took control of my computer remotely, and he showed me sites that were false/infected. After I had agreed to their remote access and paid their fee, he spent about 45 minutes on my computer remotely "cleaning it up." On Monday morning, I tried to get into some of the websites that I needed for work and couldn't. I had my office Tech Department work on my system remotely, and he told me that I had been scammed, that there were complaints filed against this agency, and he worked on my computer for about a half hour fixing the things that this other person deleted or otherwise messed with.Using total fright about the insecurities and vulnerabilities about my new computer, I reluctantly agreed to and was charged $270 for a years' worth of "technical support." I realize that I "voluntarily" made this payment and agreed to the remote accesses. However, I also know that this was done by false pretenses and that I did not get the services I thought I was getting.Desired Settlement: Because this was made using fright and under false pretenses, and because I did not get the services that I expected, I would like a refund of the $270 expended.

Business

Response:

Dear [redacted],We are writing you with reference to your recent letter of complaint with Revdex.com (Revdex.com) with the complaint ID [redacted].We were trying to reach you in this regard, however, since you are not available at this point of time, we would like to confirm that as per your desired settlement, as written in your complaint, we have processed a complete refund on your account with us for an amount of $269.99 with the Authorization code [redacted].It will take a maximum of 7-10 business days within which you should expect the said amount to be credited to your account.We regret to see you leaving but we have every desire to address your needs and provide you the best solution whenever you need any assistance in future.Your Customer ID with us is [redacted] Anytime you want to check on your refund status, please call on our toll free number ###-###-#### from Monday to Friday, between 0900 – 1800 hrs (PST) and our customer service team would help you.You can also write to us at [redacted]f you have any further concerns or if you want to share any kind of feedback.With this confirmation towards a complete refund on your account, we look forward for your positive response, confirming the closure of this complaint. Regards,YodaCare Customer Service Team

Review: I purchased an annual contract from Yodacare for tech support on my home laptop that was good from July 2013 to July 2014. I was called on May **, 2014 by Yodacare and told that my computer had a problem. I asked if my contract was still current from the previous year and I was told it would expire in 7 days. I was also told that as an existing customer that I could purchase another year's contract for "$400 that would include 2 computers for one year each / 1 year antivirus on both computers once bitdefender expires." They told me that they would fix the computer today and extend my contract with my permission. I shared with them that I did not have that much money at one time and could I make payments. They said yes and divided the payments into 3 payments: June ** for $150, July ** for $125 and Aug ** for $125. After the computer was fixed, the same problem surfaced 2 days later and I called Dell (where I bought my computer) and told them I was afraid it was the hardware. They checked the computer and performed the same actions as Yodacare did two days prior. Dell said it was the software and I watched both Yodacare and Dell fix the computer and did not notice any difference in what was done.

After Dell fixed the computer, they informed me I had a year's contract on my computer. Since Yodacare's solution did not last more than 2 days, I e-mailed their customer service area and told them to cancel the new contract the next day May **, and not to debit my card and to remove all of my information from their records. I heard nothing from them, but I did receive at least 2 phone calls a day from them to see how the service went. The information they were seeking was in the e-mails that I sent them. I contacted their chat on June [redacted] and told the representative about my frustration. After many entries in the chat, he told me that he was raising a refund request on my account, but that I would have to call and talk with customer service within the next 24 to 48 hours. I did. I told him that I preferred to use chat or e-mail because I could not understand their English due to the heavy accent. See attached synopsis of the chat: [redacted], 6/*/2014 07:05:00 pm

Customer Service: ###-###-#### Email: [redacted] contact us tomorrow 9 AM to 6 PM pst.

Client Sun, 6/*/2014 07:06:15 pm

Ok, do I need any information besides my customer or order ID

[redacted] Sun, 6/*/2014 07:06:22 pm

I am raising a refund request on your account .

Mention your customer ID and Name in your email.

Client Sun, 6/*/2014 07:08:04 pm

ok

[redacted] Sun, 6/*/2014 07:08:40 pm

Is there any else I can assist you with ?

I called the customer support number and it was tech support and I was transferred to another department. I talked with a girl and she explained that Yodacare had done network repair on my computer and that I had to pay for that. When I gave authorization for Yodacare to fix the computer, I understood it was under my old contract (July ** to Jun **) since there was still 7 days left. Today, she informed me that my contract did not include network repair. I was not told this prior to the repair and I do not feel that I should pay for the network repair since I was led to believe it was covered in the old contract. The new contract ($400) was irrelevant because I had not entered that contract and I wanted the new contract to cancel since I had a contract with Dell and they fixed the computer and never said a thing about it being a network issue. The [redacted] at Yodacare got on the phone and told me that I had to pay a one-time fee of $150 first, then he lowered it to $130 for the network repair. I told him that I did not feel I should pay for it since I was led to believe it was repaired under my old contract. And that if I had been told the repair was not covered in my contract, I would not have authorized it.Desired Settlement: I have asked Yodacare to remove my name and all information on me from their records, Not to call me anymore and not to charge my credit card for any money. As of today, 06/**/2014 at 1920, there has been no charge to my account. I am asking that they NOT charge the card and leave me alone. Thank you very much.

Business

Response:

We are attempting to contact the customer at this very moment to resolve issue.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

[redacted], Per our conversation on the phone, I understand the following:

1) I will no longer be contacted by Yodacare for any reason,

2) I will not have to pay any money related to any request now or in the future,

3) My previous contract has now expired and there will be no further contract or cost in the future from Yodacare for anything, and

4) if my credit card was charged, the money will be immediately refunded.

I really appreciate your kindness and understanding of my issue. I will contact you if I have any further contact from Yodacare as we discussed.

Thank you so much!!

Blessings Always,

Review: I received an E-Mail saying that I had a virus on my Mac-Pro. I responded back and was told if I did not get protection my computer was going to be hacked or already been hacked . I told my son who is an [redacted] employee and he told me I did not need Tech Matrix services so I called the next day to cancel any product or service they tried to sell me . They said it would be cancelled . Yesterday I received my [redacted] statement and they billed me $313.49.Desired Settlement: Refund my $313.49 that was billed on my [redacted] on Dec. * 2015 .

This company targeted my mother while she was on the computer late at night. With a pop up, they warned her that her computer had been infected and she needed to take immediate action. They accessed her computer, asked for a credit card number to start a contract then called her to gain passwords to her computer.
After a very frustrating conversation with a rude and condescending man, I was able to get all charges refunded but still have concerns about what they put on her computer.
This is a complete scam and targets people that don't have computer knowledge!!

Review: I received a pop-up message on my new computer saying that I needed to contact a [redacted] certified technician at a toll-free number. I contacted them and had my computer remotely accessed. I was informed that both my network and my computer were at risk and was intimidated to the point of authorizing a $200+ charge to my debit card. Upon "authorization" I felt very weird about the way the process was being handled and kept getting strong-armed to stop asking questions. I was told that my computer was repaired (and that it was done using Malware Bytes software (which I knew to be reputable) ). I withdrew all of the money I had in my checking account to ensure that they were not able to charge my account after finding out that other customers had similar complaints and fraudulent charges made to their accounts. I would like for this business to be shut down, but most importantly, I would like to know that my money and other identifying information will not be used irresponsibly or in a malicious way.Desired Settlement: If the company has in fact begun to charge my account/will in the near future, I would like to be reimbursed for the money since no actual repair of my computer was made. If the money has NOT been taken out, I would like to have my billing statement adjusted such that I do not owe this fraudulent company for services that were never provided.

Business

Response:

Dear [redacted], thank you for writing me, please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in form of a check # [redacted] in the amount of $215.99 and will be emailed to you via certified mail. Regards, Sophie.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I have not yet received the full refund that was promised (check number and amount included from original email response below). I have expressed to this company multiple times that I wanted all association with TechMatrix Info Solutions, Yoda Care, and any other affiliates fully terminated. I have also expressed that I wanted a full-refund as well as utter revocation of any and all agreements and services that may have been added to the original invoice as a result of my consent as it was given under false pretenses. Upon receipt of the full refund and notice that my name and all personal associations to this company have been obliterated, I will consider this complaint resolved. Thank you so much for all of your help and I will continue to update Revdex.com as I am updated. No attempts to call or email me as of 11/*/15 have been made (even then they were generic email statements I responded to promptly).

"Dear [redacted], thank you for writing me, please allow me to use this opportunity to express my regret regarding your experience. A full refund is issued to you in form of a check # [redacted] in the amount of $215.99 and will be emailed to you via certified mail. Regards, Sophie. "

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Dear [redacted], we have sent you a bank check, in the amount that you were charged by our company. That all that we are able to do. There will be no more checks issued regardless of that if you find this response satisfactory or not. There will be no more reply's as well.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

They did not fulfill all of my requests. I should have AT LEAST been issued a check for the overdraft fees and charges that I incurred as a result of their fraudulent check bouncing after it was deposited. I would still have appreciated compensation for my lost day of work due to my having to reset all of my accounts (as a result of potential identity theft on the part of this company). This company has now refused to further correspond based on a Revdex.com channeled response RIFE with misspellings and typos. I would hope that, in the future, this company would respect itself enough to cease their fraudulent activity, and respect the victims of their fraud enough to, at least, respond to their claims/reimburse them their total fraudulent charges upon being confronted in a respectful manner. I will not resolve this complaint until I have, at least, received the overdraft/bounced check fees that I incurred as a result of this company's negligence in issuing me what appeared to be a personal check. I will provide written proof of these charges if necessary.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: The product/service produced more problems/expenses than were present before contracting with the company. Had to have my computer repaired by manufacturer due to damage done by service team. Yoda Care promised to refund $400.00 of my fees after I terminated their access to my computer and have dragged out the refund for several months despite sending me emails saying the refund was to show up in my account within the next 7-10 business days.Desired Settlement: I want Yoda Care to honor the refund they promised to repay me, then stay out of my life forever.

Business

Response:

As per the desired settlement of the customer, we have processed a full refund on his account with us and have issued a check for $400.00 with the check #[redacted] to the customer. The check should reach the customer within 3-5 business days.We have also tried contacting the customer in this regard, however, the customer was not available. We wish if the customer would have been available, we would have got an opportunity to clarify any doubts he may have on us.At this point, we would also like to mention that we really work hard to resolve every issues of the customer and that we always aim to provide the best services to all our customers in this segment. Regards,YodaCare

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, provided that the refund is sent since this is the 4th time it was to happen, and the matter will be resolved when the refund check clears my account. Your office will be notified when this matter has been completed.

Sincerely,

Review: A representative of this company hijacked my husbands computer and made it freeze. They posed as a a representative from our internet carrier MTC and suggested we call a specified number as there was unusual activity on our account. My husband called and after over 1/2 hours of interaction both on the phone and on the computer. The person tried to sell us their most expensive protection to remove the virus from his computer. We said we wanted to think about it and asked for a number to call him back. He said decision had to be made now or the virus would remain. I hung up on him. It took me over one hour to get the computer back to normal after he again froze it.Desired Settlement: I am submitting this to add to your files and wish no further interaction with these scammers.

Consumer

Response:

At this time, I have not been contacted by Tech Matrix Infosolutions Inc regarding complaint ID [redacted]Sincerely,[redacted] And [redacted]

I opened my computer to find a error report that my computer was infected by a virus and a trojan and that all my information had been hacked. I tried to close it to turn my computer off and couldn't so I called the number. After 40 minutes of remote access by a tech I was told it would cost me $399.99 or $499.99. I informed them that I am a senior and they gave me a reduced price of $119.99. I tried to get ahold of a family member before I did the transaction but after being unable to do so I did a transaction. Right after they connected me to someone to fix my computer, my grandson called. He told me it is a scam. I disconnected the tech window and turned off my computer. When I get a call back from the tech he asked me to turn the computer back on. I told him I didn't want these services and that it was less than 24 hours so I was cancelling the whole transaction. He said customer service would call me back tomorrow. Right after he hung up my computer came back on, and lo and behold, I could access all sorts of things on google. No notice. I ran a scan and I am up to date. I called and cancelled my debit card and put a stop payment scheduled for this service on 10/**/15. These people are straight perpetrating fraud.

I was very nervous dealing with these people. Foreign accents and all. My computer froze and stated there was a Trojan virus present. Called the number and spent 160.00 and two hours to clean up my computer. Now after reading reviews, I am really upset. Do I have any recourse at this point?

Review: I was clicking on a recipe and my computer froze. Then a pop-up box appeared telling me to call this number because my computer had a virus. I called, they accessed my computer and charged me $188 for software they said I needed. My daughters told me it may be a scam because if you have a virus, you do not get a pop-up from any company. They advised me to cancel my credit card and change all my passwords so no one can access anything on my computer. After reading the other complaints for this company it seems that I'm not the only one. My daughters believe they are infecting computers with the virus so they can get business.Desired Settlement: I will be calling them today to ask for a refund or to cancel the charge.

Business

Response:

Dear [redacted],thank you for writing me. Please allow me this opportunity to express my regret regarding your experience with Yoda Care. I have issued a full refund to you in form of a check #[redacted] $188.99, and this check will be mail via certified mail. Please let me know if there is anything else I can do for you. Regards, Sophie.

Review: I was sold a security program, [redacted], on 12/**/2013 for $200 and was reassured that it would function on my computer as I had had problems with another security program. On 02/**/2014 I received a call from [redacted] claiming that they had received alerts from my computer that something was malfunctioning. The technician took control of my computer and proceeded to show me that my computer had been hacked into starting 12/**/13 compromising files and turning off my security program, [redacted]. At that time the technician claimed that I needed a Network Support Contract to fix this problem for $269.99. I realized at this time that [redacted] had been sold under false pretenses and that this company was willing to lie to me to sell me another contract not remembering that I had two contracts (Technical Support and [redacted]) with them that should had made hacking very difficult to happen and that they needed to fix this problem without cost. First, I requested a refund for this service as the hacking had occurred due to [redacted]'s ineffectiveness in guarding my computer from outside intruders for which they are giving me a total refund.It was also obvious that the claim that my network was bad was bogus. Secondly, I requested a full refund of $200 for [redacted] as it was totally ineffective as it was installed on the same day that the hacking began. [redacted] claims that because 30 days has passed, they cannot refund the money. They also claim that there could have been a malfunction in my computer that did not allow the program to function properly. (Please note that the technician had reassured me twice at the time of installation that he had checked and everything was functioning well). I have also requested a partial refund for the $330 3 year Technical Support Contract as I terminated the contract as it had been started on 11/**/2013 and terminated on 02/**/2014.Desired Settlement: Additional refund for [redacted] $200 and a partial refund of at least $200 for the Technical Support Contract.Also reassurance that [redacted] will follow through with the $269.99 refund for the service on 02/**/14.

Business

Response:

Please see below the refund issued to this customer.

Transaction [redacted] has been successfully ACCEPTED by the system.

Below is a summary:

Transaction ID: [redacted]

Payment Method: [redacted]

Amount: USD (200.00)

Customer Name: [redacted]

###-###-####

Just by reading these reviews had gotten me more & more sceptical about this TechMatrix Co. At first I told myself I should look into this company first before I gave them my card & personnel info. But being that these people had mentioned The Revdex.com, I came to belief that TechMatrix was very legit & they made it seem that they were part of The Revdex.com. So I had a bit of relief. Then I had 2nd thoughts and decided to look them up to see if it was a scam before they made a scheduled debit out of card the next day. After reading the reviews, I could relate to all of them. I remember this all went down late at nite and was very weird the way it went down. Reminded me of the movie Enemy of State. They totally took over my computer right in front of me. They did fix my computer and I thought it was a good job. But the way they did it was very spooky. After reading about the company, how The Revdex.com reviews that, TechMatrix is not an affiliate, I remembered howTechMatrix had brought up the Revdex.com, I guess kinda reversed pyschologized me. That really got me skepticalized! Anyway, I totally cancelled my card, awaiting a new one, then I called TechMatrix and just said I want to cancel the order before they attempt to debit my card. I was questioned about the contract cancellation and I explained that I just wanted to cancel and that I was not certain about the whole thing. I didnt want to argue, but they kept saying that I signed and gave authorization. I told them listen, Im a customer that would just like to cancel before I get debited. And would like a receipt cancellation sent to me please. Now next step is to find a local computer tech, to advise me of safety concerns and issues. They did fix my computer in a weird way, but I do not know if they added anything to it.Thats what bugs me. And when they mentioned about sum kinda affiliation with The Revdex.com, and I had read the reviews what The Revdex.com had mentioned, I had a feeling something is not right. So I would BEWARE and always take precautions of dealing with people or companies you do not know of. Always take the time in finding out reviews about uncertainties from at least someone you known

Review: My computer was fraudulently infected by Tech Matrix,my computer was freezing and then popping up with a screen telling me my computer was infected with a really loud noise stating I needed to call Tech Matrix.When I called a gentleman by the name of John P.M[redacted] convinced me that my IP address had been compromised and that all my drivers were infected and that I had multiple viruses even though my computer has anti-virus software already installed. Hey convinced me to pay him $268.48 after doing so he transfers me to someone else by the name of YodaCare, they then took remote access to my computer without me realizing what they were even doing.After an hour or so they claimed my computer was fixed but I'm having nothing but problems since then.I in turn since then contacted the company wanting my money back because I was blatantly LIED too,I spoke with James A[redacted] and asked for a refund he did nothing but tell me more lies.I hope that their is someone who can help me resolve this nightmare.Desired Settlement: I would like my money back and to no longer be contacted by this company.

Business

Response:

Dear [redacted],Thank you so much for writing me. Please allow me to use this opportunity to express my regret regarding your experience. You are absolutely entitled to your refund, and a check # [redacted] in the amount of $268.48 is issued to you, and it will be mailed today via certified mail. Please let me know if there is anything else I can do for you. Thank you. Sophie.

Review: A series of pop ups wouldn't allow me to access my computer after trying to watch a TV show online, so an official looking [redacted] stated to call a [redacted] technical support number, which ended up being [redacted]. After talking to a representative named Manas G[redacted] for nearly an hour, while he had access to my computer for 'servicing purposes', I paid for a firewall through [redacted] for $242.99. I felt pressured to purchase this package, and the representative continued to say that [redacted] was affiliated with [redacted]. He also was unprofessional, as he continued to call my cell phone after I hung up when I became very upset with the service, and also still had access to my computer through the remote access he set up, so he continued to write text trying to comfort me. He said that he would have the charge erased from my account. I blocked the number on my cell phone and shut down my computer and did not use it for 4 days afterwards.

After I began to use my computer again, I felt very odd about it, so I decided to call customer service in order to get a refund for the $242.99 that I paid. When I called, the number sent me right to technical support, which led to a discussion with the representative from [redacted] to try to sell my the product that I already didn't want in the first place. I was transferred to the customer service line, and they were not helpful. First, they told me that I was not eligible for a refund of the full $242.99 because they already installed the software, which was from an independent contractor. Instead, they would give me a refund, but would have to deduct $99.99 for the services they already had done to my computer. I had searched the refund policy prior to this call, and it said on the [redacted] website that I would get a refund with a deduction of $69.99. I mentioned this to the representative, but she tried to refute this claim on the website.

Then, I asked her who the company they contracted with to install this software, as I felt as the consumer and person who's computer was installed with it. She said that they were not at liberty to disclose this information. I explained that it was my computer and I deserved to know that information, and she, in turn, said she had to talk to her supervisor. I was put on hold, and when she returned, she said her supervisor said she could give me a discount, where I would only be deducted $69.99. I continued to ask why I wasn't able to know the name of the contracted software company, and then asked to speak to her supervisor, which led her to put me on hold again, to go speak to them. When she returned, she said I was going to be given a full refund, which would be paid in 7-10 business days.

Business

Response:

We from Tech Matrix are issuing a full refund to this customer: [redacted] in the amount of $242.99. [redacted] will contact this customer separately since they communicated directly with this customer. Thank you.

Review: Like so many others, I had a pop up on my computer screen when I opened my browser accompanied by a loud alarm sound and a warning that my computer had security issues and that I should call a listed number for tech support or risk damage to my hard drive, etc. This company, DIGI Support Pros, is owned by Tech Matrix Info Solutions. Fearing that my computer and all of my personal files where are risk, I made the call and after lengthy manipulation of two computers and a bill of $635.97 I was assured everything was now fine. Like others, I was shown a bunch of phoney code I couldn't possibly understand to justify them "helping" me and they installed what turned out to be security software available for free on the internet. After talking with my daughter who is more sophisticated about such things, I called my service provider and they explained the fraud that had been committed against me and combed through my computers to check for malicious software plants and hopefully remove them. I feel very taken advantage of by this scam operation and I am now fearful to use my computer for even every day tasks out of concern for what might be lurking in the background.Desired Settlement: I will be contesting this charge with the credit card company, but if that is not successful I would like a full refund of the $635.97 in the form of a credit back to my credit card, not some vague promise that "the check is in the mail".

Business

Response:

Dear [redacted],thank you for writing me. Please allow me to use this opportunity to express my regret regarding your experience. If you are not successful in obtaining your credit via your card provider, please feel free to contact me, so we can issue you a credit. Please consider, once you contact main office via Revdex.com, credit is only given in form of a check. Regards, [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,