When Companies Refuse to Listen

Great  Article by Brian Krebs about a bank that refuse to believe him when he reports a breach.  I’ve had similar experiences, it took World of Chocolate about 6 months to listen to me when their website appeared to be hacked and was serving ads for Russian pharmaceutical sites.  I’ve also given up warning Orlando Weekly about reposting old slideshows and stories that contain links to possibly malicious parking sites. they totally ignore me.

From Krebs

The credit union’s switchboard transferred me to a person in Coast Central’s tech department who gave his name only as “Vincent.” I told Vincent that the credit union’s site was very likely compromised, how he could verify it, etc. I also gave him my contact information, and urged him to escalate the issue. After all, I said, the intruders could use the Web shell program to upload malicious software that steals customer passwords directly the credit union’s Web site. Vincent didn’t seem terribly alarmed about the news, and assured me that someone would be contacting me for more information.

This afternoon I happened to reload the login page for the Web shell on the credit union’s site and noticed it was still available. A call to the main number revealed that Vincent wasn’t in, but that Patrick in IT would take my call. For better or worse, Patrick was deeply skeptical that I was not impersonating the author of this site.

I commended him on his wariness and suggested several different ways he could independently verify my identity. When asked for a contact at the credit union that could speak to the media, Patrick said that person was him but declined to tell me his last name. He also refused to type in a Web address on his own employer’s Web site to verify the Web shell login page.

“I hope you do write about this,” Patrick said doubtfully, after I told him that I’d probably put something up on the site today about the hack. “That would be funny.”


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