Unknown User Added and Malware Issue

Hello,

First time posting here. I have a WP website with Lay Theme overlay that’s hosted through Greengeeks. Everything had been going fine until yesterday when I notice an email saying my website had been compromised by malware. After the initial panic, I had Greengeeks go into the site and remove the malware (or so I thought).

Today, I realized the website was loading very slowly or not at all over wifi with VPN enabled. On my phone using mobile data, the website would load and immediately redirect to random sketchy website.

I brought all these issues to Greengeeks and they’ve said that there are no issues. I did some digging myself in the backend and realized there was an unknown user listed called “wpsupp-user” with an email address listed as “[email protected]” and the website listed in their contact info was “wordpresss.com.” I screenshotted this and then deleted the user.

I’m at a loss for how this happened and whether anyone is able to help secure my site (since my web host is doing a terrible job at it). I am not super tech literate but can navigate through some things with clear directions.

I wanted to reach out here to see if anyone is able to offer more insight into what might be going on here. I’ve spent months making this website and it has my entire portfolio of work, so I’m very scared that it could get compromised and that I’d lose everything.

Any help here would be greatly appreciated!

The page I need help with: [log in to see the link]