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Standard User Oliver341
(eat-sleep-adslguide) Thu 26-Feb-15 22:58:06
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TalkTalk admit customer data has been leaked to scammers


[link to this post]
 
Original story: http://www.theguardian.com/business/2014/dec/05/talk...

I've just had an email from TalkTalk confirming some TalkTalk customers' details have got into the hands of scammers (I'm reading the words "could have" as "have", since lots of people have been quoted their account number by scammers).

As part of our ongoing approach to security, we constantly test our systems and processes using external security specialists. Following further investigation into these reports, we have now become aware that some of the information we have about some customers – their name, home address, phone number and TalkTalk account number – could have been illegally accessed in violation of our security procedures by malicious scammers.


Oliver.
Standard User Oliver341
(eat-sleep-adslguide) Thu 26-Feb-15 23:02:17
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Re: TalkTalk admit customer data has been leaked to scammers


[re: Oliver341] [link to this post]
 
I might as well post the whole email, if you have an hour or two spare to read it.





Important information about scam calls and emails

Dear Customer,

I wish to give you a further update to the information we gave you in December on scam calls and emails you may have received, or may receive in the future.

At TalkTalk we take your security very seriously and we take numerous measures to help keep our customers safe, especially from scam and nuisance calls. Yet sadly in every sector, including banking and with organisations like HMRC, more and more people are being targeted by phone and email scams – these are run by serious criminal organisations who target people to get bank or credit card details to steal money.

Remember

- TalkTalk will NEVER call customers and use an account number to identify you or prove that the call is genuine.

- TalkTalk will NEVER call customers and ask them to provide bank details unless we have already had specific permission from you to do so.

- TalkTalk will NEVER call you and ask you to download software onto your computer, unless you have previously contacted TalkTalk, discussed and agreed a call back for this to take place.

- TalkTalk will NEVER send you emails asking you to provide your full password. We will only ever ask two digits from it to protect your security.

For more information please read our Scam Calls and Emails Guide online at talktalk.co.uk/scam-phone-calls

At the end of last year, we saw an increase in the number of cases of malicious scammers claiming to be from TalkTalk preying on our customers. In a small number of cases, customers told us that the criminals were quoting their TalkTalk account number as well as their phone number.

As part of our ongoing approach to security, we constantly test our systems and processes using external security specialists. Following further investigation into these reports, we have now become aware that some of the information we have about some customers – their name, home address, phone number and TalkTalk account number – could have been illegally accessed in violation of our security procedures by malicious scammers.

Please rest assured that your sensitive information of date of birth, bank, or credit card details have not been illegally accessed.

We believe that in some cases the malicious individuals who have been targeting our customers are trying to trick people into thinking they are genuine TalkTalk callers. We know that unfortunately a small number of customers may have revealed more detailed information, such as their bank details. In some of these cases we know they may be using the information they have illegally obtained.

We always want to be open and honest with our customers, which is why we wanted to update you on these rogue activities, which are on the increase more generally. We have taken urgent and serious steps, and in the meantime we would please ask that you take extra care when anyone rings or emails you claiming to be from TalkTalk, or indeed any other organisation, asking for personal details.

Privacy features as standard

Preventing all scam and nuisance calls is a high priority for us. We are doing everything possible to prevent this from happening again, and to protect you from all malicious and nuisance calls. We have a range of privacy features that come as standard, just for our customers, including our unique HomeSafe nuisance call reporting service. TalkTalk is the only provider to offer all these for free.

In some cases we are able to block certain callers, including those from these criminal organisations, from ringing customers on our network, if they’ve breached a strict set of criteria. You can also block your number from receiving unsolicited sales calls by registering with the Telephone Preference Service.

Find out how you can activate privacy features online at help2.talktalk.co.uk/how-do-i-manage-nuisance-calls

Letting us know

Unfortunately it is not only our customers who are being targeted by scammers. We have told the Information Commissioner’s Office and we are liaising with them and other official bodies, because this is affecting all sectors.

We post regular security updates on our website and customer forums so there is no need for you to call us. More information about protecting yourself against scammers, and how to report suspicious calls claiming to be from TalkTalk asking for your bank account details, or for access to your computer, can be found on our website at talktalk.co.uk\phonescams

We also wish to offer our apologies for any inconvenience that you may have experienced as a result of these malicious scams.

Yours sincerely,



Tristia Harrison
Managing Director, Consumer





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Oliver.
Standard User tommy45
(knowledge is power) Thu 26-Feb-15 23:43:32
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Re: TalkTalk admit customer data has been leaked to scammers


[re: Oliver341] [link to this post]
 
This is what can and obviously does happen when you outsource customer support and by their own admittion store senstive data in certain locations, too sum it up pay as least as possible , but that's what they do when they are in the race to the bottom, BT retail are no better, hence though unproven why i get so many unsolicted calls ,

Edited by tommy45 (Thu 26-Feb-15 23:44:59)


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Standard User Spud2003
(fountain of knowledge) Fri 27-Feb-15 00:58:54
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Re: TalkTalk admit customer data has been leaked to scammers


[re: Oliver341] [link to this post]
 
I went live on the 3rd Dec 14, wonder if my details were leaked? Not that I take calls unless I'm expecting them or recognise the caller ID. Oh well, next ISP is definitely going to be UK based - today it's account numbers, names, addresses, tomorrow it really will be passwords, bank details and credit cards. frown
Standard User Spud2003
(fountain of knowledge) Fri 27-Feb-15 01:11:00
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Re: TalkTalk admit customer data has been leaked to scammers


[re: Oliver341] [link to this post]
 
More information from the forum posted 26/2/2015 -

How did this happen?
Following a detailed investigation, we understand that some customer information, including account numbers, could have been illegally accessed in violation of our security procedures. No financial data was at risk as this is encrypted on our systems.
We have been working with an external specialist security company to take urgent and serious steps to prevent this happening again.

How will you stop this happening again?
As part of our ongoing approach to security, we constantly test our systems and processes using external security specialists. We have put every possible measure in place to try and stop this from happening again.
We have reported the matter to the Information Commissioner’s Office and we're liaising with them and other official bodies because these scammers are targeting every sector.

When did you become aware of this issue?
We initially received reports of this scam towards the end of last year, and ever since we have been working to find out how it happened, as well as putting in place robust security measures to stop it happening again. Now that we have completed this, we're letting you know what happened.

How can I protect myself against this scam?
We would please ask you to take extra care when anyone rings or emails you claiming to be from TalkTalk, we know that the scammers have been targeting our customers claiming that there is a problem with their computer (such as a virus), asking for remote access to download new software and requesting bank details to pay compensation. If you receive a call like this please hang up immediately.

Is my information still safe?
The data that was accessed was names, home addresses, phone numbers and TalkTalk account numbers, but please rest assured no financial data such as bank or credit card details, or dates of birth were taken as this is encrypted on our system. We believe that the scammers may be using the information they have illegally obtained to trick people into thinking they are genuine TalkTalk callers, and encouraging them to hand over more detailed information, such as their bank details.

We take our customers’ security incredibly seriously, so this is being dealt with at the highest level within TalkTalk and we have put every possible measure in place to try and stop this from happening again. In the meantime, we would please ask you to take extra care when anyone rings or emails you claiming to be from TalkTalk. We also have a range of privacy features that come as standard, just for our customers, including our unique HomeSafe nuisance call reporting service. TalkTalk is the only provider to offer all these for free, simply visit Privacy Features to learn more.


http://community.talktalk.co.uk/t5/Scam-Calls/Import...
Standard User Oliver341
(eat-sleep-adslguide) Fri 27-Feb-15 13:35:53
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Re: TalkTalk admit customer data has been leaked to scammers


[re: Spud2003] [link to this post]
 
It would be nice if the "How did this happen?" FAQ actually told us how it happened, yeah. I suppose if it is rogue practice at one of their Indian call centres then they wouldn't like to say it.

Oliver.
Standard User Fenris
(experienced) Sun 01-Mar-15 17:00:10
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Re: TalkTalk admit customer data has been leaked to scammers


[re: Oliver341] [link to this post]
 
No ones account number was leaked, it was a stupid customer freely giving them the information.

Asking "Are you from TalkTalk?" when you get a call asking to switch your computer on because it has a "virus" will make them say they're from TalkTalk support in future also. Just hang up!

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Standard User Oliver341
(eat-sleep-adslguide) Sun 01-Mar-15 17:05:25
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Re: TalkTalk admit customer data has been leaked to scammers


[re: Fenris] [link to this post]
 
In reply to a post by Fenris:
No ones account number was leaked

Yes it was. TalkTalk have admitted names, addresses, telephone numbers and account numbers were obtained by scammers. The scammers quoted the account numbers back to the victims to obtain their trust.

Oliver.
Standard User Fenris
(experienced) Mon 02-Mar-15 10:23:22
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Re: TalkTalk admit customer data has been leaked to scammers


[re: Oliver341] [link to this post]
 
Oh yes, TT have admitted account numbers, addresses and phone numbers were leaked "by a third party" now. Great, more nuisance calls!

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Edited by Fenris (Mon 02-Mar-15 10:25:24)

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