Complaint Email Virus

Also Known As: Booking complaint virus
Type: Trojan
Damage level: Severe

Complaint Email Virus removal guide

What is Complaint Email Virus?

"Complaint Email Virus" is a spam email campaign similar to DHL Email Virus, Here Is Your Fax Email Virus, AT&T Invoice Email Virus, and many others. The emails from "Complaint Email Virus" deliver a deceptive message encouraging users to open an attached HTML file, which is presented as a complaint regarding a specific purchase. This is a scam. The opened document immediately downloads and installs a trojan-downloader that injects a modified version of WebBrowserPassView into the system.

Complaint Email Virus malware

The "Complaint Email Virus" message is essentially a customer complaint stating that payment was made in cash (for a stay at a hotel), and yet an invoice has been received. The recipient (the victim) of the message is encouraged to open an attached HTML file supposedly containing detailed information. This, however, is an attempt to trick unsuspecting users into opening the malicious file, which infects the system with a trojan-downloader. As mentioned, opening the malicious attachment ultimately results in an infiltration of a modified version of WebBrowserPassView (a legitimate password recovery tool that helps to restore passwords from the Internet Explorer, Mozilla Firefox, Google Chrome, and Opera browsers). Note that the infiltrated WebBrowserPassView variant is not authentic - its source code is modified so that all logins/passwords are saved to a remote server controlled by cyber criminals. These people might gain access to personal bank accounts banks, social media networks, and so on. As criminals aim to generate as much revenue as possible, hijacked accounts will probably be used to purchase goods online, transfer money, etc. Therefore, data tracking can result in serious privacy issues and significant financial loss. If you have recently opened a "Complaint Email Virus" attachment, there is a high probability that your computer is infected. Therefore, we advise you to scan it with a reputable anti-virus/anti-spyware suite and eliminate all detected threats.

Threat Summary:
NameBooking complaint virus
Threat TypeTrojan, Password stealing virus, Banking malware, Spyware
SymptomsTrojans are designed to stealthily infiltrate victim's computer and remain silent thus no particular symptoms are clearly visible on an infected machine.
Distribution methodsInfected email attachments, malicious online advertisements, social engineering, software cracks.
DamageStolen banking information, passwords, identity theft, victim's computer added to a botnet.
Malware Removal (Windows)

To eliminate possible malware infections, scan your computer with legitimate antivirus software. Our security researchers recommend using Combo Cleaner.
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There are dozens of trojan-type viruses distributed using email spam campaigns including Adwind, TrickBot, and FormBook - these are just some examples from many. Most are developed to gather information such as saved logins/passwords, keystrokes, web browsing activity, and so on. In some cases, however, trojans also proliferate other viruses (usually ransomware), mine cryptocurrencies, and perform other malicious tasks. Therefore, all pose a significant threat to your privacy and browsing safety. Eliminate them immediately.

How did Complaint Email Virus infect my computer?

"Complaint Email Virus" comes with a malicious HTML document (typically named "statement.HTML"). Once opened, this file immediately infiltrates a trojan-downloading virus that injects the malicious WebBrowserPassView variant into the system. This malware distribution method is quite unusual - in most cases, viruses are downloaded directly without any "mediation tools". In any case, the result is essentially identical - system infection. Note that this campaign targets only the Microsoft Windows Operating System and users of other platforms are safe.

How to avoid installation of malware?

To prevent this situation, be very cautious when browsing the Internet. We strongly recommend that you think twice before opening email attachments. Irrelevant files and those received from suspicious/unrecognizable email addresses should never be opened. Furthermore, have a reputable anti-virus/anti-spyware suite installed and running, since these tools are likely to eliminate malicious files before they infect the system. The main reasons for computer infections are poor knowledge and careless behavior. The key to safety is caution. If you have already opened a "Complaint Email Virus" attachment, we recommend running a scan with Combo Cleaner Antivirus for Windows to automatically eliminate infiltrated malware.

Text presented in the "Complaint Email Virus" email message:

Subject:I need to make a complaint about booking number
Good afternoon, my name is Victor Cox I have a complaint to be made on the days between 4/14/2018 to 4/16/2018 stay at Soaring Eagle Waterpark & Hotel was all paid in cash, but I left my final card 4785 Visa for additional expenses in which it was not necessary , today I received the invoice and there is a debit in the amount of 420 dollars on behalf of Soaring Eagle Waterpark & Hotel I would like immediate refund, because my invoice and direct debit and has already been paid. I await the return of your part in attachment sending the proof of debit with the statement of undue debit.

Trojan downloader process ("daniel-cotton.exe") in Windows Task Manager:

Complaint Email Virus trojan downloader in Task Manager

Screenshot of malicious WebBrowserPassView variant:

WebBrowserPassView malicious variant

Instant automatic malware removal: Manual threat removal might be a lengthy and complicated process that requires advanced computer skills. Combo Cleaner is a professional automatic malware removal tool that is recommended to get rid of malware. Download it by clicking the button below:
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How to remove malware manually?

Manual malware removal is a complicated task - usually it is best to allow antivirus or anti-malware programs to do this automatically. To remove this malware we recommend using Combo Cleaner Antivirus for Windows. If you wish to remove malware manually, the first step is to identify the name of the malware that you are trying to remove. Here is an example of a suspicious program running on a user's computer:

malicious process running on user's computer sample

If you checked the list of programs running on your computer, for example using task manager, and identified a program that looks suspicious you should continue with these steps:

manual malware removal step 1 Download a program called Autoruns. This program shows auto-start applications, Registry, and file system locations:

screenshot of autoruns application

manual malware removal step 2Restart your computer into Safe Mode:

Windows XP and Windows 7 users: Start your computer in Safe Mode. Click Start, click Shut Down, click Restart, click OK. During your computer start process, press the F8 key on your keyboard multiple times until you see the Windows Advanced Option menu, and then select Safe Mode with Networking from the list.

Safe Mode with Networking

Video showing how to start Windows 7 in "Safe Mode with Networking":

Windows 8 users: Start Windows 8 is Safe Mode with Networking - Go to Windows 8 Start Screen, type Advanced, in the search results select Settings. Click Advanced startup options, in the opened "General PC Settings" window, select Advanced startup. Click the "Restart now" button. Your computer will now restart into the "Advanced Startup options menu". Click the "Troubleshoot" button, and then click the "Advanced options" button. In the advanced option screen, click "Startup settings". Click the "Restart" button. Your PC will restart into the Startup Settings screen. Press F5 to boot in Safe Mode with Networking.

Windows 8 Safe Mode with networking

Video showing how to start Windows 8 in "Safe Mode with Networking":

Windows 10 users: Click the Windows logo and select the Power icon. In the opened menu click "Restart" while holding "Shift" button on your keyboard. In the "choose an option" window click on the "Troubleshoot", next select "Advanced options". In the advanced options menu select "Startup Settings" and click on the "Restart" button. In the following window you should click the "F5" button on your keyboard. This will restart your operating system in safe mode with networking.

windows 10 safe mode with networking

Video showing how to start Windows 10 in "Safe Mode with Networking":


manual malware removal step 3Extract the downloaded archive and run the Autoruns.exe file.

extract autoruns.zip and run autoruns.exe

manual malware removal step 4In the Autoruns application, click "Options" at the top and uncheck the "Hide Empty Locations" and "Hide Windows Entries" options. After this procedure, click the "Refresh" icon.

Click 'Options' at the top and uncheck 'Hide Empty Locations' and 'Hide Windows Entries' options

manual malware removal step 5Check the list provided by the Autoruns application and locate the malware file that you want to eliminate.

You should write down its full path and name. Note that some malware hides process names under legitimate Windows process names. At this stage, it is very important to avoid removing system files. After you locate the suspicious program you wish to remove, right click your mouse over its name and choose "Delete".

locate the malware file you want to remove

After removing the malware through the Autoruns application (this ensures that the malware will not run automatically on the next system startup), you should search for the malware name on your computer. Be sure to enable hidden files and folders before proceeding. If you find the file of the malware, remove it.

searching for malware file on your computer

Reboot your computer in normal mode. Following these steps should remove any malware from your computer. Note that manual threat removal requires advanced computer skills. If you do not have these skills, leave malware removal to antivirus and anti-malware programs. These steps might not work with advanced malware infections. As always it is best to prevent infection than try to remove malware later. To keep your computer safe, install the latest operating system updates and use antivirus software.

To be sure your computer is free of malware infections, we recommend scanning it with Combo Cleaner Antivirus for Windows.

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About the author:

Tomas Meskauskas

Tomas Meskauskas - expert security researcher, professional malware analyst.

I am passionate about computer security and technology. I have an experience of over 10 years working in various companies related to computer technical issue solving and Internet security. I have been working as an author and editor for pcrisk.com since 2010. Follow me on Twitter and LinkedIn to stay informed about the latest online security threats. Contact Tomas Meskauskas.

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Malware activity

Global malware activity level today:

Medium threat activity

Increased attack rate of infections detected within the last 24 hours.

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