While it is incredibly annoying to deal with ransomware, the last thing most people expected was to get help from the assailants themselves. However, given this lucrative business model, it only makes sense the distributors want to make as much money as possible. If that means guiding people through the process of paying the ransom, so be it. In fact, one developer has added call center support, where victims can call to and get aid in paying the fee.

http://www.newsbtc.com/2016/05/28/ransomware-customer-support-bitcoin/