Smith Collection/Gado by the use of Getty PicturesEquifax’s new CEO could be very sorry.
“On behalf of Equifax, I want to express my sincere and total apology to every consumer affected by our recent data breach,” Paulino do Rego Barros Jr. wrote in an open letter printed by way of the Wall Street Journal on Wednesday afternoon. “We didn’t live up to expectations.”
Equifax has so much to ask for forgiveness for. The corporate left a vulnerability unpatched for greater than two months, permitting hackers to thieve personal knowledge on 143 million consumers. Hackers started infiltrating the Equifax community in March, however the intrusion wasn’t found out till July.
“We were hacked,” Barros added. “But we compounded the problem with insufficient support for consumers. Our website did not function as it should have, and our call center couldn’t manage the volume of calls we received.”
Barros, who has best been at the activity for a few days, did not point out different missteps. For instance, Equifax selected to put up details about the breach at equifaxsecurity2017.com as an alternative of on equifax.com. That created an glaring possibility of client confusion. At one level an Equifax consultant on Twitter directed consumers to seek advice from a faux model of the web page—securityequifax2017.com. Luckily, the web page were created by way of a safety researcher attempting to illustrate the issue with the use of a brand new area quite than a fraudster having a look to harvest peoples’ private knowledge.
In his Wednesday letter, Barros vowed to toughen its web site and rent extra name middle staff. He additionally mentioned that Equifax is extending the closing date to join unfastened credit score freeze and credit score tracking services and products till January.
Barros additionally vowed to be offering a brand new provider early subsequent 12 months “allowing all consumers the option of controlling access to their personal credit data.” It will probably be “offered free, for life.”