Apple connecting to your macbook remotely.....And helper tools.....

I just read that apple will never connect to your device remotely. Is this true? I had an apple rep that I reached dialing the given number 2 times and they accessed my macbook remotely both times. Also I found this statement while searching for what helper tool is. I have found over and over that it is likely malware and it has happened many many times. I am not able to use an app often if i dont allow it access and I have for a long time suspected it may be malware of some type. Any insight from anyone?