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need advice on if the malware i found has helped a hacker break into a bank account

hi, I have a customer who has had money taken out of there bank account. I've done a malwarebytes scan and found the following on the attached txt file.
Can you advice me if any of these programs would have helped a hacker gain access to the bank account.

many thanks
MBAM-log-2014-03-19--19-20-36-.txt
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total123
Asked:
total123
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3 Solutions
 
aadihCommented:
Did he have his bank user id and password in an unencrypted file?

Did (s)he log on to his bank account using the infected computer?
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total123Author Commented:
the pc they use for the bank was the infected one.
the login details aren't stored on file.
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aadihCommented:
buguw.exe seems suspicious.

What security software is protecting the PC?
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total123Author Commented:
it was free avg 2012, but now avg IS
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footechCommented:
Just from the results I'm seeing the scan, I wouldn't think those had directly contributed.  A PUP (Potential Unwanted Program) is usually not malicious, just annoying (because of ads, search suggestions, etc.).  The trojan.downloader could have gotten something else (which is now gone or not detected by MalwareBytes) on the machine which could have helped to intercept traffic.  So, as I mentioned, just by what's been reported so far I wouldn't say conclusively that this machine is the number one suspect.

You might try running RogueKiller (or rkill) first, and then immediately running another scan with MalwareBytes to see if anything further is revealed.
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BillDLCommented:
I see that you haven't yet received any attention to your question over at bleepingcomputer.

Trojan.Downloader is unfortunately such a generic malware term that it would be impossible to know what malicious activity it performed, other than the usual business of helping to download additional unwanted software.

The log file implies that you haven't removed any of the malware.  If you still have the file:
C:\Users\user\AppData\Local\Temp\Falag\buguw.exe
then submit it to https://www.virustotal.com and see if any of the various online scanners identify it as malware with a more specific name.  Different AntiVirus companies use different names for specific viruses and their variants.  Knowing what that file may or may not be capable of would help you to know if it featured in the hacking activity.   The file name "buguw.exe" and the folder name "Falag" are most probably just random names.

If you haven't yet removed any of the entries flagged by the scan, then "buguw.exe" is still being run each time the system is booted, using the "Buguw" value in the registry key:

HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Run
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web_trackerCommented:
If a person had their bank account hacked, it is extremely important that the person do the following: 1) contact their bank and inform them of what happened so the user can change their banking login information.
2) DO NOT connect the infected computer to the internet until the problem has been resolved. UNPLUG the network cable and if the system has a wireless network card disable it.
3) Even if scanners may not detect any more evidence of an infection, this system MUST be backed up and reinstall the operating system. Why take a chance that the system may still be infected and may compromise their banking in the future. The malware may be hidden where malware detection can not see it. Something may trigger it to be live again and thereby compromise the users sensitive data.
I sure would not take that chance.....
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total123Author Commented:
thanks for your advice every one, we have ended up formatting the machine.
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total123Author Commented:
reformatted in the end. As noted, also posted on bleeping computer, with no replies until a good few days have passed.

thank you EE
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BillDLCommented:
Thank you total123

Yes, over on bleepingcomputer there are about 6 "sticky" comments you need to plough through first to make sure that you run all the various freely available utility programs and only post the log files in specific forums.  An expert will arrive to examine the log files and suggest a bunch of other utilities to run, whilst examining the new logs in between, until either the programs have done their job or you are advised to format your hard drive.  By the time you have been through all of that, you will have been quicker (and safer) repartitioning and wiping the hard drive anyway.

Your question here was specifically about whether we thought that the reported malware might have helped somebody hack into a banking account, which (in case you were wondering) is why I simply offered my opinion and suggestions about that aspect only and didn't go into any depth about cleaning up the malware.
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total123Author Commented:
Hi, you were right in what I was asking for.
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