Verizon has been leaking customers’ personal information for days (at least)
A bug in a customer chat feature shows transcripts of other people’s chats. …
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Verizon is struggling to fix a glitch that has been leaking customers’ addresses, phone numbers, account numbers, and other personal information through a chat system that helps prospective subscribers figure out if Fios services are available in their location.
The personal details appear when people click on a link to chat with a Verizon representative. When the chat window opens, it contains transcripts of conversations that other customers, either prospective or current, have had. The transcripts include full names, addresses, phone numbers, account numbers (in the event they already have an account), and various other information. Some of the transcripts viewed by Ars date back to June. A separate Window included customers’ addresses, although it wasn’t clear who those addresses belonged to.
“Hi—I’m looking to get the teacher discount for Fios,” one person wrote on November 29. Below are redacted screenshots of some of what has been available.
Ars learned of the leak on Monday afternoon and alerted Verizon representatives immediately. The plan was to report the leak only after it had been fixed. As this post went live, the leak was still occurring, although the number of exposed chats had lessened. Ars decided to report the leak to alert people who may use the service that this data is being exposed. It’s not clear when Verizon began leaking the data. With some of the chats dating back to June, it’s possible that the leak has been occurring for months.
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