Hi, my name's Adrian i'm calling from the T-Mobile Cyber Security department, how are you doing today sir/mam?

Thats great to hear.

So i'm calling in regards to a issue that i see flagged here on my computer, that was recently flagged as potentially fraud only 2 days ago.

it appears recently that someone had unauthorized access from one of your stores computers from a fraud call and was using the computer for malicious intent
which triggered a lock on the computer.

(go with whatever they say)

 Have you noticed anything unusual on any computers at this time? (Screen flashes, mouse moving)?

(If yes/no)

Okay, it's protocol for me to go ahead and check in on one of the computers.
Can you head over to the back computer please so i can go ahead and check the network for anyintrusions or malware?
I'm going to direct you to what i will be needing.

(once they goto the back computer)

Okay, you should see an application on the desktop called "Remote Support"
It should open a window on your web browser and ask for a code. Let me know when you're ready for that code please.

(Once you give them the code)

Alright, it should give you a file to use. Go ahead and run that and let me know once i am able to connect.

(Once i verify it's good)

Okay, i'm about to connect now. Can you go ahead and click Ok on the prompt for me when it appears? It will allow me to do my diagnostics.

(Once i verify they click ok and am on the desktop)

I'm now connected. I will start shortly, can you go ahead and write a note on the monitor and power off the screen while i perform maitenence so no
interuptions occur?

(once they say you're good)