Ransomware gangs are open to negotiation, offering discounts on ransoms to those who make a polite request. Finnish security firm F-Secure says it studied active samples of malware for which there was also a working command-and-control infrastructure. The company prepared the report by having a “non-technically oriented person” pretend to be a ransomware victim and document their experience of interacting with the money collectors’ money collectors. The report says it never followed through on payments, meaning that it neither funded criminals, nor verified if they would receive a working decryption key in exchange for bitcoins.”]
Source: https://www.cuinfosecurity.com/blogs/ransomware-gangs-take-customer-service-approach-p-2203