Ransomware 'customer support' Chat Reveals Criminals' Ruthlessness

Ransomware criminals chatting up victims, offering to delay deadlines, showing how to obtain Bitcoin, dispensing the kind of customer support that consumers lust for from their cable and mobile plan providers, PC and software makers?

Finnish security vendor F-Secure recently released 34 pages of transcripts from the group chat used by the crafters of the Spora ransomware family. 

The back-and-forth not only put a spotlight on the gang's customer support chops, but, said a company security advisor, illustrated the intertwining of Bitcoin and extortion malware.

"We should be thankful that there are at least some practical barriers to purchase Bitcoins," wrote Sean Sullivan of F-Secure in a post to the firm's blog. "If it were any easier to do so, very little else would check the growth of crypto-ransomware's business model."

Sullivan originally penned that conclusion last month, in a short section of the "State of Cyber Security" report that F-Secure published then. Yesterday, F-Secure posted the transcripts, 20,000 words or more, and dubbed the collection a "new supplemental appendix" to the original report.

In one exchange, a Spora victim said he or she had paid the extortion fee, but had gotten nothing in return. "I already sent you 98USD worth of bitcoin," the victim reported.

In response, the "customer support rep" blamed the victim for entering an incorrect Bitcoin destination address. "But do you agree, that it is you mistake, that you entered incorrect address?" asked the Spora rep.

"I literally copied the address that was given at the refill page. How could I be mistaken?" the victim replied.

In one of many similar threads, the transcripts identified each victim by the first character of the ID created by the ransomware, someone pleaded for mercy.

"Hello crooks. I agree to pay," said "0" in a lead-off message. "But 570 dollars for a lot of photos of my grandmother. Can I expect a discount if I leave good feedback on the forum about you?"

No go. "We do not provide any discount. Also, we cannot be sure, that you have only photos," retorted "support."

At times, the messages were pitiful. "Hello, I am 82 and my family pikture  go away -- bad, very bad," reported another victim identified as "0."

"Is anyone there?" asked another during a stretch when Spora's support didn't respond to scores of messages, apparently borrowing another tactic from legitimate technical support desks.

Others played the anger card, the profanity card, the sympathy card. "Am I the one you should hack? No. I am just a salary man who tries to make ends meet and bring foods to his kids," said "E," who also identified himself as "Mustapha from Morocco.

But as F-Secure's Sullivan noted, many the questions posed to the hackers involved Bitcoin. "Hello, I am from Greece and we have capital  controls, is there any chance of a discount? Am having trouble buy bitcoins from here," remarked one.

"I'm going to pay for bitcoin. But I'm not sure that it works in weekend. Can you remove deadline please? If not works I will pay it on Monday," pleaded another.

The answer from Spora was always the same: No discount. The "rep" often extended deadlines, however, sometimes in response to victims pleading poverty, telling them that when they had the full amount, come back and pay.

"The malware technology to encrypt data has been possible for many, many years; the bigger challenge has always been getting paid," Sullivan pointed out. "In the past, cyber-crime schemes (such as scareware) have been killed off by disrupting the money supply.

The same may well be true of cyber extortion; to kill the business model, it may be necessary to ban Bitcoin."

Computerworld

You Might Also Read:

Would Killing Bitcoin End Ransomware?:

Digital Forensics, Incident Response & Attribution:

Both Police & Business Must Deal With Cyber Extortion:

How To Deal With The Rising Tide Of Ransomware:

 

 

« Russian Cyber Warfare:'Victory in Syria'
TeamSpy Malware Returns to Steal Data »

CyberSecurity Jobsite
Perimeter 81

Directory of Suppliers

BackupVault

BackupVault

BackupVault is a leading provider of automatic cloud backup and critical data protection against ransomware, insider attacks and hackers for businesses and organisations worldwide.

Syxsense

Syxsense

Syxsense brings together endpoint management and security for greater efficiency and collaboration between IT management and security teams.

North Infosec Testing (North IT)

North Infosec Testing (North IT)

North IT (North Infosec Testing) are an award-winning provider of web, software, and application penetration testing.

Jooble

Jooble

Jooble is a job search aggregator operating in 71 countries worldwide. We simplify the job search process by displaying active job ads from major job boards and career sites across the internet.

NordLayer

NordLayer

NordLayer is an adaptive network access security solution for modern businesses — from the world’s most trusted cybersecurity brand, Nord Security. 

EfficientIP

EfficientIP

EfficientIP helps organizations drive business efficiency through agile, secure and reliable network infrastructures.

Reed Smith LLP

Reed Smith LLP

Reed Smith LLP is an international law firm with offices in the USA, Europe, Middle East and Asia. Practice areas include Information Technology, Privacy & Data Security.

Rambus Security Division

Rambus Security Division

Rambus Security Division solutions span areas including tamper resistance, content protection, network security, mobile payment, smart ticketing, and trusted provisioning services.

Crosscheck Networks

Crosscheck Networks

Crosscheck products allow you to test your APIs across different protocols and message formats with functional automation, performance, and security testing capabilities.

Matias Consulting Group (MCG)

Matias Consulting Group (MCG)

Your Business needs competitive and resilient ICT solutions. MCG defines, deploy & support them enabling you to focus on your core business.

SoSafe

SoSafe

SoSafe empowers organizations to build a security culture and mitigate risk with its GDPR-compliant awareness programs.

S2S Group

S2S Group

S2S Group specialise in the destruction and management of IT assets at the end of the lifecycle.

Fortress Information Security

Fortress Information Security

Fortress Information Security is one of the largest cyber security providers of supply chain risk management and vulnerability risk management in the US.

OurCrowd

OurCrowd

OurCrowd is a leading equity crowdfunding platform for investing in global startups.

Tier One Technology Partners

Tier One Technology Partners

Tier One Technology Partners is an IT managed services provider that focuses on cybersecurity, cloud services, IT consulting, and infrastructure.

Trusted Cyber Solutions

Trusted Cyber Solutions

Trusted Cyber Solutions is an independent Cyber Security and Risk Management consultancy.

Minorities in Cybersecurity (MiC)

Minorities in Cybersecurity (MiC)

MiC was developed out of a unique passion to help fill the gap that exists in the support and development of women and minority leaders in the cybersecurity field.

Kahootz

Kahootz

Kahootz is a highly secure cloud collaboration platform helping teams to work together across organisations.

iTRUSTXForce

iTRUSTXForce

iTRUSTXForce is a global provider of DigitalX (cybersecurity, privacy, and digital trust) services. We offer comprehensive services that focus on delivering outcomes for our clients.

Cloudaeris

Cloudaeris

Cloudaeris is a trusted Microsoft Partner, and we've got what it takes to make your business more efficient and agile.

Pacific Certifications

Pacific Certifications

Pacific Certifications provide accredited certification, training and support services to help you improve processes, performance and products and services.