Scam Type
Tech Support Scam
Business Name Used
Live Help 24*7/Instinct Tools
Date Reported
Oct 22, 2022
Victim Postal Code
97007
Total Dollars Lost
0
Scam Description
Original Incident:
Computer access was frozen with a note to
contact vendor Live Help 247 at 18482307997.
In order to unlock my computer, I was told to pay
$1400.00 for a 5 year plan to prevent this event
from recurring. I issued a check on 9/09/2021 for
$1400.00 to Instinct Tools, check #3973, P.O. Box
Box 4562, Fairfax, VA. 22038-4562. A copy of the
service agreement was sent to me from a company
listed as, Live Help 247. The agreement stated that
the service was for a technical support plan.The
agreement note the cost of $1400.00 to Live Help
247and indicated the service, responsibilities,
payment process, refund cancellation policy (with a
note “we don’t provide auto renewal of the services.
Hence, the subscription does not renew automatically.”)
and a limit of liability. I signed this agreement on
09/04/2021.
On 01/20/2022, I received a phone call and voice
message requesting a call back to cancel or continue a
lifetime plan costing $2400.00 per year with a yearly
automatic renewal requirement. I was told that $9200.00
for three years or I could cancel the agreement at once
with no further charges for $3900.00. I opted to cancel
the service agreement for $3900.00, which I was told
that this charge included the cancel cost plus the service
charge accrued from the start of the initial agreement.
The caller I.D.ed himself as Max Rogers, who qualified
his position as the head of the billing department and he
acknowledged that he handled my original application
and spoke to me from LiveHelp 247 to close the initial
agreement.
I agreed to this cancellation option with the fear of
reprisal as I felt threatened with the auto debit to my bank
account as was indicated by Max Rogers, if I did not cancel
the service agreement. I issued a check #3975 for $3900.00
on 2/04/2022. I was assured by Max Rogers that only the
initial service agreement for $1400.00 would be left as a
plan for me. I would not have any further liability or money
due and the annual auto renewal plan would disappear. So
for peace of mind, I closed the deal.
On 2/4/2022 @ 7:22am I missed a call from Max Rogers.
On 2/4/2022 @ 8:23 am I called Max Rogers and he was
not available per his automated recording. At 2/4/2022 @
8:28am he returned my call to explain how the cancellation
plan worked with the use of my computer for nearly one hour.
On Tuesday 2/8/2022 @ 11:40am I missed a call from Max,
and again at 11:44am I missed another followup call. Finally,
on Tuesday 2/8/2022 @11:46am we connected and Max told
me that LiveHelp 247 had received my check for $3900.00
and that once he confirmed payment, he would send me the
confirmation document to seal the plan, deal and payment.
He also assured me that I would never be contacted any
further about a continuation of the plan and that I should only
contact him to resolve any issues with a computer issue.
Telephoned for Max Rogers on 2/16/2022 at 11:40 am to
confirm that the hard copy of the cancellation document was
sent to me. Payment was confirmed on 2/08/2022 and more
then a week has passed for me to receive the final document.
Max confirmed the document and assured me that he would
send a copy of my agreement to cancel on my yahoo e-mail.
I was finally sent two cancellation notices. The first did not
note that the bill had been paid and that the $3900.00 was
still an outstanding balance. I called Max again to send 2nd
correct copy for my records. The correct copy was sent from
customer service but noted “paid and full.” I consider this
transaction closed for my history. And will not accept any
further calls or billing from this shadowed company 02/17/22.
Max Rogers called 03/09/2022 to give me cancellation
#33305622211FC confirmation along with a hard copy. I did
not get phone call and returned call @ 5:45 pm on 03/09/2022
but got no answer. Called back at 6:00 pm no answer. Phoned
again on 03/10/2022 @9:30 am and got Mr. Rogers on the line
and he confirmed the hard copy of cancellation, cancel date of
03/22/2022 and gave me the cancellation number verbally.
However, he attempted to sign me up for another service for
$5400.00. I declined the offer and terminated the telephone
call by refusing the service.
My issue with this case are several: 1) no where on the
original service agreement were there any additional charges
indicated or discussed or confirmed. 2) there was no schedule
or cost table for subsequent years. 3) recurring charges were
contrary to service agreement hard copy except for original
$1400.00 fee for 5 yrs. #4) purchased a 5 yr coverage deal
and never agreed to a lifetime or any other suggested plan
which Mr Rogers offered. 5) believed that all of the identified
companies were connected due to the one contact sales
person Max Rogers, who identified himself as the billing
manager.
Finally, all the issues made me to believe that this is a
deceptive and fraudulent enterprise.
New Incident:
To my surprise and frustration, on 10/15/2022, I received
a voice mail in the evening indicating that I contact Instinct at
1 203 493 7979 and confirm a cancellation of my contract or
I would be billed for $10,800.00 to pay for an extension of the
cancelled contract. An Instinct representative requested a
telephone return call to close either a cancellation or an
extension of the contract at the cost of $10,800 to me.
This was a troublesome situation for me, as Max Rogers
assured me, I would have no further contact with his company
after our last discussion. A threat of an added $10,800.00 fee
disturb me as I paid the added fee of $3900.00 for a “peace of
mind” that our discussion on 02/16/2022 was the end of my
liability towards Instinct. Mr Rogers had sent me a cancellation
document hard copy for my files that I retain to ensure the end
of this contract.
I telephoned 203 493 7979 to confirm my cancellation
agreement #33305622211FC issued 02/04/2022 by Mr Rogers and verify with the Instinct agent my compliance with Instinct’s
request. There was no answer and the telephone number rolled
over to voice mail. I did not leave a message as I was called
and expected some conversation via voice mail, but that did not
happen on 10/16/2022. I will call again in a couple of days and
leave the cancel number and info on her voice mail. On 10/19/22,
at 5:00pm I telephoned 203 493 7979 for a second time to give
the Instinct agent the information, I promised to provide. The call
rolled over to voice mail as in my first attempt and I left the
requested information on the system recorder. I identified myself,
acknowledged that I worked with Mr. Rogers on this issue, that the
cancellation #33305622211FC was entered and a hard copy
provided to me for my verification. I requested a hard copy of her
cancelled verification to reassure me that this issue was closed
and settled to my satisfaction.
In early evening, on 10/19/2022 I received four voice mail
messages from Max Rogers regarding the telephone call about my liability for $10,800.00 as I was informed of incurring by the agent from Instinct on 10/15/2022 if I did not cancel my contract. Max had
me contact him at ph # 1 203 493 7979 as he could not contact me
because I had the telephone number blocked. Once I realized the
the problem, I unblocked my telephone, and called Max at his office
number 1 203 493 7979. I called four times over the next three hours
and got the voice mail and never received a return call. At 8:00pm
I made a final call and instructed Max to call me between 8:00am
and 2:00pm the next day, Thursday 10/20/2022. Interestingly, Max
indicated the seriousness of this second cancellation and indicated
that I would be charged $14900.00 if I did not remedy the issue.
Max Rogers called at 10:00am on October 20, 2022 and
told me that he was going to initiate the permanent cancellation of
my contract. I told him that I would not pay any fee for cancellation
as I had in our transaction for $3900.00 on 1/20/2022. He assured
me that I would not incur any further charges from Instinct Tools as
a result of this final cancellation process.
He then had me open my computer so he could gain access
to my mail, so he could explain to me the contract closure. However,
as he began to list his data (copy attached) he told me that it would
cost $4600.00 to close this contract. This was the same tactic that
he used to get me to cancel the first cancellation. I told him that I
was not willing to pay anymore for a service I was not made aware
of initially or how or why I was not made aware of the future cost of
service. One of the selling points initially in Instincts sales pitch was
their lack of auto renewal which made their product more appealing
then their competition. If I did not pay the $4600.00, then I was liable
for a yearly $10,800 charge for Life Time Security. He then tried to
intimidate me into paying $10,800 for this lifetime service and I would
be sorry for not paying the $4600.00 now instead of a telephone call
that demanded $10,800.00 every year. I told Mr. Rogers that I would
not pay upon demand and I terminated the telephone call and will
no longer deal with Instinct Tools.
EXTERNAL SECURITY
?
ip security cancellation (NETWORK)
?
final cancellation number-33305622211FC
?
NO OTHER PAYMENTS DUE , NO MORE CALLS
____________________________________________________
COMPUTER SECURITY =TET44076899540 $3900.00 USD
?
?
INTERNAL SECURITY + EXTERNAL SECURITY
?
?
REGISTRATION FEE-$1400.00
?
