Switched on computer weeks ago. Cortana/Edge installed without permission. Blue Box saying we cannot access account. File folders for Office 10 empty. Note saying laptop reset to Edge!!!. Apps gone. Unable to use Office and warned files would not be saved. No saved passwords, bookmarks gone. This is a disaster. Had online chat with support worker who had very poor written English and tried to persuade me to pay for a solution. He blamed me. He blamed malware. I did nothing but switch on my computer. I have tried changing my password and although this has been accepted by Microsoft I still get the blue box and all the rest of the horrors. Please help. I feel as if Microsoft has hacked my laptop.