Hi, my google account, *****@***.com, was stolen*hijacked. I was using a yubikey for m...

GetHuman1149579's customer service issue with Google from September 2018

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The issue in GetHuman1149579's own words
Hi, my google account, *****@***.com, was stolen*hijacked. I was using a yubikey for my * step verification and thus did not record any security questions that I may have answered when I created the account (I typed in strings of random characters). I have attempted to recover my account using the account recovery page, but, for each attempt that I have made, I have received an email telling me that google cannot verify me. I have files stored on my google drive that I need to recover, and I would very much like to know who compromised my account and how to prevent such sabotage in the future. I still have the yubikey that I used to set the account up with, which should be unique and should be able to identify me as the original owner of the account. No one has had access to my computer,however, the following events occurred that may possibly have been instrumental in the compromise of my google account:***. Background: I have had my email and online accounts (such as Amazon.com) hijacked multiple times over the past several years. In addition to the hijacks, there has been a lot of harassment, and with my efforts to acquire and maintain work and income needed in order to support myself. Upon every attempt on my part to secure my online presence, I have become the victim of a new attack. **. I chose the option to not require my yubikey (which I bought specifically to use with a new Google account) with Chrome browser when logging in from my computer.**. Within about a week of setting up my new google account, my WIndows ** operating system began to freeze at unexpected times* as there was little information logged by the OS, I decided to ask Microsoft for help with diagnosing the issue.**. The first level of MS support had little to offer except to reinstall my OS, which I opted to do by myself* at MS's recommendation, I downloaded a new version of WIndows with their Media Creation Tool Kit and installed it. This new installation did not resolve the freezing isssue - BUT, I cloned an image of the installation. HOWEVER, prior to discovering that the OS was still crashing, I logged in to my Google account.**. Shortly after having logged in to my google account with this new installation, my account was compromised, and I also discovered that a google search had provided a bogus phone number for Gmail support. When I called the number, a man cursed me out for asking if I were speaking with Google. A subsequent search on the phone number using Google showed the number as being the unlikely support number for a variety of companies. It could be a coincidental prank that showed up for multiple users searching your search engine for gmail support, or it may have been a more localized, targeted attack - perhaps on a local DNS cache connected to my network. **My belief is that my google account was most likely compromised somehow as a result of downloading the new copy of WIndows and logging into my google account from the new Windows installation. As I stated above, it was only a very short time after I used the new version of Windows that my google account was compromised. The fact that someone was also messing around with impersonating Google Customer service is also a clue: if they were able to misdirect my Google search (probably through hijacking my DNS and serving up a fake cached page), then they certainly could also have redirected my download of the new copy of windows that I installed to a compromised copy. From a compromised copy of Windows, I am not sure exactly what they might have done to get in to my account, however, the most likely scenario to me would be for them to have impersonated my Chrome browser somehow after getting access to my computer.**Please help me. I would really appreciate being able to both regain control of my account, my files, and my bookmarks again, and, additionally, I would like to know that I can securely store my files in my gmail account again so that I don't have to worry about losing them.**Thanks very much,**Sincerely,**Mark M. Pringle

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Google

Customer service issue
Reported by GetHuman1149579
Sep 16th, 2018 - 2 years ago
Not resolved
Seen by 15 customers so far
Similar issue to 7343 others
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Timeline

GetHuman1149579 started working on this issue
Sep 16th, 2018 1:28am