1.) To be honest, I have no idea how the error is generated. With the few interactions I've had, it sounds like a legitimate system window appearing, instructing them to call us. It could very well be a JavaScript "error" that appears though, too. Regardless, the phone number goes directly to our office. Wouldn't that imply we are responsible for the creation of the JavaScript exploit or malware?

2.) The diagnostic tool is very vague, for a reason I'm assuming. It refers to the computer having memory leaks, which isn't it a thing. It uses programs that have actual memory leaks and takes that count and turns that into how many "memory leaks" the computer has.

It also uses warning signs, caution signs, and the like next to typical things that any computer would have. Temporary files, cookies, and the like.

3.) There is malware that is called Defender Pro 2015 circulating the web. In fact, it's only type of article that appears when you search for "Defender Pro". The software is from an unknown company based out of Panama that has published other software that had a reputation for doing nothing. So it's only an assumption at this point.

4.) No. We are not certified. No one in the office is. The actual technicians are a group of three people that have no actual certifications. We are told specifically to inform all callers that we are certified in whatever type of computer the caller has.

What concerns me most is the handling of personal information after the caller has purchased all the bogus software. Upon agreeing to the service, the agent will initiate a process which will inject it's self within the machine creating it as a trusted connection. The caller is asked to put in the password if it's needed. After that, the agent will ask for the password verbally and will save that in our note system.

The credit card information is more troubling. Working in call centers before, I know the laws are very strict when handling information like this. Having this information written on paper, handed to the manager on duty, which creates a "link" to send to the customer which makes them manually type their credit number after reciting it to us is even more troubling.