Security Firm Finds Ransomware Criminals Deliver Bad Victim Support
A security firm posed as a ransomware victim to learn whether cyber-criminals are giving good support to their targets. Most don’t, but one group put extra effort into closing the deal.Most crypto-ransomware gangs are willing to negotiate with customers, but support for non-technical users varies tremendously, security firm F-Secure found during an investigation of such cyber-criminal groups. The firm's security team worked with a non-technical employee, who acted as the victim, to contact ransomware groups and find out how supportive they were of their victims. Security researchers helped the employee set up a burner email account, hide her internet address and take other steps to keep her identity safe. They only referred to her as "Christine" in talking to the media. "We took someone here who was non-technical and threw [that person] into the ransomware world," said Sean Sullivan, a security advisor with F-Secure. "It was all about detailing the user experience with the operations." Overall, aside from the Cerber variant of ransomware and its operators, the criminal groups scored low for professionalism, how well their support staff conveyed information and whether their software and representatives could converse in different languages, according to a report published by F-Secure. The company looked at five different groups. Cerber scored 8.5 on a nine-point scale, indicating that it was a professional endeavor, while all other variants scored a 4 or less.
As ransomware infections have increased over the past year, some victims—especially non-technical users—are left with less hope of recovering their data easily by paying a ransom. In the first quarter of 2016, the FBI has reportedly estimated that ransomware caused $209 million in damages. In one survey, about half of U.S. victims admitted paying the ransom to recover their data.