Account hacked

In the last week my sister's Facebook account was hacked, and now we can't recover it.
I'll try to explain shortly what happened.
On day she try to sign in and a message indicate that the password she've inserted was not correct. So she try to change the password with the procedure. Unfortunately also her email password was changed. Therefore I recover her email (with the help of my email), and she change the facebook password's.
The next day the same thing happened. That day the problem is that it was also changed the email address associated with her profile!
So we try the procedure to recover the account. We chose three her friends and asked them to tell us the code that they had received.
After that we received a Facebook email (at the address that was previous email address associated with her profile), that says to reply explaining the problem and attaching a copy of one valid document. We sent a picture of her ID card.
Now, after two days, we have not received any response.
We wonder what can we do to regain possession of her profile.
In addition, I note that in these days were added several contacts to her profile.
Finally, if we try to redo the procedure to recover the account a message indicates that a procedure is already in place.
What can we do?

In practice we have followed all the steps but at the moment we have not yet been answered.

Unfortunately we really cannot be dealing with a 'Third Party 'to help recover a Hacked account; can you please ask her to Register with us if she so wishes for us to help her direct?

If she does we do need to know how, if at all ,the one computer she used to access Facebook is Protected and when sher last ran full computer scans to check for any infections

Ok I'll tell her to register and reply to this topic.
In any case she is my sister. We live together. She is not an ordinary person I know.
Anyway, thank's for your reply.

Ruby wrote:Unfortunately we really cannot be dealing with a 'Third Party 'to help recover a Hacked account; can you please ask her to Register with us if she so wishes for us to help her direct?

If she does we do need to know how, if at all ,the one computer she used to access Facebook is Protected and when sher last ran full computer scans to check for any infections

My name is Alice, and I'm the owner of the hacked account.
Can you help me?

I always use a protected connection to Facebook with the htpps. Also, my computer have an updated antivirus (Avast) and a software firewall (Comodo).
Finally, few days ago, I ran a complite scan with Avast, Mallwarebytes and SpybotS&D.

alis wrote:
My name is Alice, and I'm the owner of the hacked account.
Can you help me?

Lets see if we can shall we?

Finally, few days ago, I ran a complite scan with Avast, Mallwarebytes and SpybotS&D.

Do you have any of the reports from those scans saved?

If so can you let us see them please?

Ruby wrote:
Lets see if we can shall we?

How can I prove that I'm really?

Ruby wrote:
Do you have any of the reports from those scans saved?

If so can you let us see them please?

Unfortunately I have not saved any reports. But I can ensure you that was found no infection and no threat.
I really think the problem is not on my computer.

What can I do? The Facebook team still does not respond!!

The concern is that, as you say, even your email account has been compromised so ,to help us see if anything is on there please run this more thorough scan


Please be aware that to run a complete full computer scan with this program can take several hours so...be prepared!!!!!!

Superantispyware

Disclaimer; Run at your own risk

Please download and scan with SUPERAntiSpyware Free

• Double-click SUPERAntiSypware.exe and use the default settings for installation.
  
• An icon will be created on your Desktop. Double-click that icon to launch the program.
  
• If asked to update the program definitions, click "Yes". If not, update the definitions before scanning by selecting "Check for Updates".
  
  
  
  
• In the Main Menu, click the Preferences... button.
  
• Click the "General and Startup" tab, and under Start-up Options, make sure "Start SUPERAntiSpyware when Windows starts" box is unchecked.
  
• Click the "Scanning Control" tab, and under Scanner Options, make sure the following are checked (leave all others unchecked):
  
  
  • Close browsers before scanning.
    
  • Scan for tracking cookies.
    
  • Terminate memory threats before quarantining.
    
  
  
• Click the "Close" button to leave the control center screen and exit the program.
  
• Do not run a scan just yet.
  

Reboot your computer in "Safe Mode" using the F8 method.

To do this, restart your computer and after hearing your computer beep once during startup (but before the Windows icon appears) press the F8 key repeatedly. A menu will appear with several options. Use the arrow keys to navigate and select the option to run Windows in "Safe Mode".

Scan with SUPERAntiSpyware as follows:

• Launch the program and back on the main screen, under "Scan for Harmful Software" click Scan your computer.
  
• On the left, make sure you check C:\Fixed Drive.
  
• On the right, under "Complete Scan", choose Perform Complete Scan and click "Next".
  
• After the scan is complete, a Scan Summary box will appear with potentially harmful items that were detected. Click "OK".
  
• Make sure everything has a checkmark next to it and click "Next".
  
• A notification will appear that "Quarantine and Removal is Complete". Click "OK" and then click the "Finish" button to return to the main menu.
  
• If asked if you want to reboot, click "Yes" and reboot normally.
  
• To retrieve the removal information after reboot, launch SUPERAntispyware again.
  
  
  • Click Preferences, then click the Statistics/Logs tab.
    
  • Under Scanner Logs, double-click SUPERAntiSpyware Scan Log.
    
  • If there are several logs, click the current dated log and press View log. A text file will open in your default text editor.
    
  • Please copy and paste the Scan Log results in your next reply.
    
  
  
• Click Close to exit the program.
  

Please do note that it is really pointless to try to get you back into Facebook until we can be as sure as possible that that computer is not infected!!

Ok, I had a scan with SuperAntySpyware.
As I thought, no strange infection was found.
I send to you a private message with the scan result.

Now what can I really do to get back my account??

alis wrote:Ok, I had a scan with SuperAntySpyware.
As I thought, no strange infection was found.
I send to you a private message with the scan result.

You do not have the ability to send PMs so please give us the report in this thread as per the above instructions

Now what can I really do to get back my account??

Please also run this scan and post the report when done


Malwarebytes Feb 2012

Disclaimer You download and run this Program at your own risk

Please download Malwarebytes Anti-Malware and save it to your Desktop.

• .

Malwarebytes may "make changes to your registry" as part of its disinfection routine. If using other security programs that detect registry changes (ie Spybot's Teatimer), they may interfere or alert you. Temporarily disable such programs or permit them to allow the changes.

• Make sure you are connected to the Internet and double-click on the file to install the application.
  .
  
• When the installation begins, follow the prompts and do not make any changes to default settings.
  
• Malwarebytes will automatically start and you will be asked to update the program before performing a scan.
  
• If an update is found, the program will automatically update itself. Press the OK button and continue.
  

• Under the Scanner tab, make sure the "Perform Quick Scan" option is selected.
  
• Click on the Scan button.
  
• When finished, a message box will say "The scan completed successfully. Click 'Show Results' to display all objects found".
  
• Click OK to close the message box, then click the Show Results button to see a list of any malware that was found.
  
• Make sure that everything is checked and then click Remove Selected.
  
• When removal is completed, a log report will open in Notepad.
  
• The log is automatically saved and can be viewed by clicking the Logs tab.
  
• Copy and paste the contents of that report in your next reply. Be sure to post the complete log to include the top portion which shows the database version and your operating system.
  
• Exit Malwarebytes when done.

Note: If Malwarebytes encounters a file that is difficult to remove, you will be asked to reboot your computer so it can proceed with the disinfection process. If asked to restart the computer, please do so immediately. Failure to reboot normally will prevent Malwarebytes from removing all the malware.

Thanks !!

This is the report of SuperAntySpyware:

SUPERAntiSpyware Scan Log


Generated 02/26/2012 at 12:03 PM

Application Version : 5.0.1144

Core Rules Database Version : 8279
Trace Rules Database Version: 6091

Scan type : Complete Scan
Total Scan Time : 01:42:05

Operating System Information
Windows 7 Professional 64-bit, Service Pack 1 (Build 6.01.7601)
UAC Off - Limited User

Memory items scanned : 325
Memory threats detected : 0
Registry items scanned : 68573
Registry threats detected : 0
File items scanned : 123798
File threats detected : 2

Trojan.Agent/CDesc[Generic]
C:\USERS\LUCA\DOCUMENTS\LUCA\UNI\2° ANNO\CALCOLATORI A\FASM\EXAMPLES\MINIPAD\MINIPAD.EXE
C:\USERS\LUCA\DOCUMENTS\LUCA\UNI\2° ANNO\CALCOLATORI A\FASM\FASMW.EXE

Ruby wrote:
Please also run this scan and post the report when done

Malwarebytes Feb 2012

As I've said:

alis wrote:
Finally, few days ago, I ran a complite scan with Avast, Mallwarebytes and SpybotS&D.

I've already make a full scan with Malwarebytes and I had no infection.

My computer is not infected! What can I do now??