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AB Acquisition LLC Confirms Incident Involving Payment Card Data Processing

Christine

/

Aug 14th, 2014

Corporate Newsroom

Update: August 15 – Please view our FAQ here: http://www.albertsons.com/recent-update/

 

FOR IMMEDIATE RELEASE

Media Contact: Christine Wilcox
christine.wilcox@albertsons.com | 208-395-4163

BOISE, ID – August 14, 2014 – AB Acquisition LLC, which operates Albertsons stores under Albertson’s LLC and ACME Markets, Jewel-Osco, and Shaw’s and Star Markets under New Albertson’s, Inc., recently learned of an unlawful intrusion to obtain credit and debit card payment information in some of its stores. The appropriate federal law enforcement authorities have been notified, and AB Acquisition is working closely with its third party IT services provider, SUPERVALU, to better understand the nature and scope of the incident. Third-party data forensics experts are supporting an ongoing investigation. AB Acquisition has not determined that any cardholder data was in fact stolen, and currently it has no evidence of any misuse of any such data.

AB Acquisition believes that the intrusion has been contained and is confident that its customers can safely use their credit and debit cards in its stores.

Based on the latest information from the ongoing investigation, it appears that the period of unauthorized access may have started on June 22, 2014 (at the earliest) and ended on July 17, 2014 (at the latest).

Based on information we have at this time, Albertsons stores in Arizona, Arkansas, Colorado, Florida, Louisiana, New Mexico, Texas and our two Super Saver Foods Stores in Northern Utah were not impacted by this incident. However, Albertsons stores in Southern California, Idaho, Montana, North Dakota, Nevada, Oregon, Washington, Wyoming and Southern Utah were impacted. In addition, ACME Markets in Pennsylvania, Maryland, Delaware and New Jersey; Jewel-Osco stores in Iowa, Illinois and Indiana; and Shaw’s and Star Markets stores in Maine, Massachusetts, Vermont, New Hampshire and Rhode Island were all impacted by this incident.

“We know our customers are concerned about the security of their payment card data, and we work hard to protect it,” said Mark Bates, Senior Vice President and Chief Information Officer at AB Acquisition LLC. “As soon as we were notified of the incident, we began working closely with SUPERVALU to determine what happened. It’s important to note that there is no evidence at this point that consumer data has been misused.”

Continued Bates, “We understand the inconvenience and concern an incident like this can cause, and we deeply regret that our customers’ data was targeted. ”

Given the continuing nature of the investigation, it is possible that time frames, locations and/or at risk data in addition to that described above will be identified in the future.

More information will be available on the websites at albertsons.com, acmemarkets.com, jewelosco.com, and shaws.com within 24 hours. Although it has not yet been determined whether any cardholder data was in fact stolen, and there is no evidence to date of any misuse of such data, AB Acquisition LLC is offering customers whose payment cards may have been affected 12 months of complimentary consumer identity protection services through AllClear ID. Customers may visit the websites listed above for further information about the incident and about complimentary consumer identity protection services being offered, or call AllClear ID at 1-855-865-4449 beginning at 2:00pm MT (4:00pm ET) on August 20, 2014.

A free copy of your credit report can also be obtained from each of the credit bureaus once a year by going to http://www.annualcreditreport.com or calling 877-322-8228.  Hearing impaired consumers can access TDD services at 877-730-4104.  We encourage you to monitor these reports, as well as your credit and debit card statements.  You may also place a fraud alert or security freeze on your credit report by contacting the credit bureaus as listed below.

About AB Acquisition LLC

Established in 2006, AB Acquisition LLC (“Albertsons”), which operates ACME, Albertsons, Jewel-Osco, Lucky, Shaws, Star Market and Super Saver, and stores under the United Family of stores, Amigos, Market Street and United Supermarkets, is working to become the favorite food and drug retailer in every market it serves. The company is privately owned by Cerberus Capital Management, Kimco Realty Corporation, Klaff Realty, Lubert-Adler Partners, and Schottenstein Stores Corporation, and operates 1,060 stores and 14 distribution centers in 29 states and employs approximately 115,000 associates. For more information, please visit www.Albertsons.com.

# # #

You may also contact the Federal Trade Commission for more information toll-free at 1-877-ID-THEFT (438-4338) (TTY: 1-866-653-4261), by email at http://www.consumer.ftc.gov/features/feature-0014-identity-theft, or writing to Identity Theft Clearinghouse, Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580.

A free copy of your credit report can be obtained from each of the credit bureaus once a year by going to http://www.annualcreditreport.com or calling 877-322-8228.  Hearing impaired consumers can access TDD services at 877-730-4104.  We encourage you to monitor these reports, as well as your credit and debit card statements.  You may also place a fraud alert or security freeze on your credit report by contacting the credit bureaus as listed below.

EquifaxP.O. Box 740241Atlanta, GA 30374888-766-0008www.equifax.com ExperianP.O. Box 9554Allen, TX 75013888-397-3742www.experian.com TransUnionP.O. Box 6790Fullerton, CA 92834800-680-7289www.transunion.com

 

A security freeze will prevent new credit from being opened in your name without the use of a personal identification number or password that will be issued by the credit bureaus after you initiate the freeze.  A security freeze will also prevent potential creditors from accessing your credit report without your authorization.  However, please be aware that placing a security freeze on your credit report may delay, interfere with, or prevent the timely approval of any requests you make for new loans, mortgages, employment, housing or other services. In order to place a security freeze, you may be required to provide the credit bureaus with information that identifies you, including your full name, social security number, date of birth, current and previous addresses, a copy of your state-issued identification card, and a recent utility bill, bank statement or insurance statement.  Credit bureaus may charge a fee up to $10 to place, lift, or remove the security freeze; however, this fee may be less in certain states (in MA, up to $5) or waived if you are the victim of identity theft and you provide a valid police report.  You must separately place a security freeze on your credit file with each credit reporting agency.

Filing a Police Report for Suspicious Activity:

If you do find suspicious activity on the credit or debit card indicated in our notice to you or in your credit report, call your local police or sheriff’s office and file a police report of identity theft.  Get a copy of the police report.  You may need to give copies of the police report to creditors to clear up your records.  In addition, you should report identity theft to your Attorney General and the Federal Trade Commission.

For Maryland Residents: The Maryland Attorney General provides information regarding identity theft at http://www.oag.state.md.us/idtheft/index.htm.   You may also contact the Identity Theft Unit at (410) 576-6491, by email at idtheft@oag.state.md.us, and by mail at 200 St. Paul Place, 16th Floor, Baltimore, MD 21202.

 


 

64 Responses to AB Acquisition LLC Confirms Incident Involving Payment Card Data Processing

  1. Chuck Burns 15/08/2014 at 1:28 pm

    With the security breach that occurred with Target and now this one, it’s time to go back
    using cash.
    I’ll now cross Albertson’s off my list of places where I shop.
    Too bad, I shopped there at least once a week.

    • Christine Christine 17/08/2014 at 10:26 am

      Hi Chuck,
      I’m sorry that you feel that way. The appropriate federal law enforcement authorities have been notified, and we are working closely with our IT services provider, SUPERVALU, to better understand the nature and scope of the incident. Third-party data forensics experts are supporting an ongoing investigation. We have not determined that any cardholder data was in fact stolen, and currently have no evidence of any misuse of any such data. We believe that the intrusion has been contained and are confident that our customers can safely use their credit and debit cards in our stores.

      Best,
      Chris

  2. Kari Niemi 15/08/2014 at 2:09 pm

    Yet another reason to NOT shop at Albertsons. High prices, horrendous customer service and always selling expired food.

    • Christine Christine 17/08/2014 at 10:24 am

      Hi Kari, I’m really sorry that you feel that way and have had negative experiences in our stores with customer service and expired product. We would love the opportunity to make it right if you would tell us where you shop.

      Many thanks,
      Chris

  3. Virginia Owsley 15/08/2014 at 2:35 pm

    so….where am I missing that your company will provide access to the credit reports for those of us who have already used the free copy available to the general public from annual credit report???? Or is this sentence in the stories incorrect and you are not making sure we are protected.
    Thank you for your response.

    • Christine Christine 17/08/2014 at 10:23 am

      Hi Virginia, We are taking steps to protect your credit and debit card information. We will be providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, simply call 1-855-865-4449 after Wednesday, August 20th Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy will also be available beginning Wednesday, August 20th. At that time more information about these services will be available at https://abacquisition.allclearid.com.

  4. Sandra G Kramer 15/08/2014 at 2:51 pm

    I did use my card at your store on 6/22/14 and 7/5/14. I will be reviewing my bank to make sure nothing happens. Thank you for posting information just in case. Is it ever going to end with this happening?

    • Christine Christine 17/08/2014 at 10:23 am

      Hi Sandra, thanks for the information. I’m glad it was helpful. And we do hope it stops happening for all businesses. We are committed to protecting the security of our customer’s personal data, and we are working closely with SUPERVALU to implement additional security measures to reduce the likelihood that no such incident ever happens again.

      Thanks for your patronage and kind note.
      Chris

  5. charles cagle 15/08/2014 at 3:26 pm

    i was looking at my 2 credit cards and some thing is not adding up it shows my card being used several times a day at the albersons store here in sourthern cal what do i do to fix this issue

    • Christine Christine 17/08/2014 at 10:18 am

      Hi Charles, If you see unusual or suspicious activity on a payment card that you used at our store, you should immediately call the phone number on the back of that card to report it to the issuing bank. They can walk you through the steps to dispute the charges and protect your financial accounts. We are taking steps to protect your credit and debit card information. We will be providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, simply call 1-855-865-4449 after Wednesday, August 20th, Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy will also be available beginning Wednesday, August 20th. At that time more information about these services will be available at https://abacquisition.allclearid.com.

  6. Edmund E. Mozulay 15/08/2014 at 4:40 pm

    I do not know if this will help with your investigation, but I shop at Albertsons almost daily in your rancho penasquitos store (san diego, 92129). I had some unaurthorized charges on my Chase credit card that I always use at your store. These charges were in the period of your hacking or shortly thereafter. Chase caught it and I cancelled my card and now have a new one. Still shop there. No adverse credit issues.

    Good luck

    • Christine Christine 17/08/2014 at 10:17 am

      Hi Edmund, thank you for the information and your continued patronage. We sincerely appreciate it.

      Chris

  7. Michael Witters 15/08/2014 at 6:58 pm

    I shop at Albertsons-Savon Pharmacy in Redlands, California, and purchase all of my wife and my prescriptions. Was that Pharmacy impacted with this breach? We use our Debit/Credit cards at that location to purchase our prescriptions. Please advise if this is or is not the case.
    Thank you for your time.

    • Christine Christine 17/08/2014 at 10:16 am

      Hi Michael, From information we have at this time, we believe that Albertsons stores in your area were affected by this. Importantly, we do not believe that any customer data was taken. However, out of an abundance of caution, if you used your credit or debit card in our stores between June 22, 2014 and July 17, 2014 you should monitor your credit and debit card account and contact the bank that issued your payment card immediately if you see suspicious activity.

      Thank you,
      Chris

  8. Robin Schwartz 15/08/2014 at 7:19 pm

    I shop at Albertsons and always use my credit card. Who do I contact about FREE credit card monitoring on my account?
    Thank you
    Robin Schwartz

    • Christine Christine 17/08/2014 at 10:14 am

      Hi Robin, We will be providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, simply call 1-855-865-4449 after Wednesday, August 20th, Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy will also be available beginning Wednesday, August 20th. At that time more information about these services will be available at https://abacquisition.allclearid.com.

      Thanks,
      Chris

  9. Rich 16/08/2014 at 3:36 pm

    The paper said you were going to give free credit protection. Where can I find out about that?

    • Christine Christine 17/08/2014 at 10:13 am

      Hi Rich, We will be providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, simply call 1-855-865-4449 after Wednesday, August 20th, Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy will also be available beginning Wednesday, August 20th. At that time more information about these services will be available at https://abacquisition.allclearid.com.

      Thanks,
      Chris

  10. Lisa Day 16/08/2014 at 5:20 pm

    Im an Albertsons employee in Southern California. I can’t believe I have not been told about this by Management! I certainly would not continue to use my card nearly every day! Another disappointment in my company after 30 years employment, still continue being let down.

    • Christine Christine 17/08/2014 at 10:12 am

      Hi Lisa, we had a cascading communications plan that went to all stores and did our best to inform our team. Your store director will have the most information on this issue.

      Thanks,
      Chris

  11. Pat 17/08/2014 at 1:58 am

    It is an outrage that Albertsons does not release the list of the stores that were affected. Instead we are told to monitor for irregular activities. Sounds to me like you’re evading your responsibility and push all the load on your customers. Ex customers in my case. Unless the list of stores that are affected are released, I will not buy from Albertsons again.

    • Christine Christine 17/08/2014 at 10:10 am

      Hi Pat, We had 836 stores across our company that were affected by this issue, and they are all in defined geographic areas. Based on information we have at this time, 386 Albertsons stores in Southern California, Idaho, Montana, North Dakota, Nevada, Oregon, Washington, Wyoming and Southern Utah were impacted. In addition 450 stores across our other banners were impacted: ACME Markets in Pennsylvania, Maryland, Delaware and New Jersey; Jewel-Osco stores in Iowa, Illinois and Indiana; and Shaw’s and Star Markets stores in Maine, Massachusetts, Vermont, New Hampshire and Rhode Island.

      Albertsons stores in Arizona, Arkansas, Colorado, Florida, Louisiana, New Mexico, Texas and our two Super Saver Foods Stores in Northern Utah were not impacted by this incident.

      Rather than post a very long list of locations, we felt that it was just as accurate to simply state that all stores in an area were impacted. I hope that helps to address your question. We deeply regret that our customers’ data was targeted. From the moment we became aware of a potential unauthorized access, we took all appropriate measures to protect our customers. Action was taken to contain the incident on July 17th, and we immediately began working with SUPERVALU. Data forensics experts have been retained to investigate further. As of this time, we have not determined that any card data was stolen and there is no evidence of any misuse of our customers’ data.

      Thanks for your post.
      Chris

  12. Randy Hunt 17/08/2014 at 10:51 am

    Can you tell if the Shaws in Milford Nh was affected?

  13. Frank Hutchison 17/08/2014 at 1:00 pm

    Hi Chris

    I’ve been an Albertsons customer for many years, and I don’t see this changing things. Data breeches happen, a determined hacker can compromise most any site or organization if they have enough time. Is this going to change the way I shop? Pff, not likely. Albertsons will always be part of my shopping excursions. Breeches happen, period, and Albertsons is obviously not trying to hide that information and is actively working to make everything right. People need to realize that computers have changed the rules in many things and deal with it.
    Regarding the comments about customer service and expired items I don’t understand that either. I generally shop in Caldwell, ID but I’ve been in most if not all the stores in the Treasure Valley. I’ve never had a single instance of an employee being anything other than helpful and courteous even on busy days when they’re really getting people from every direction. Also, the only expired or close to expired products I’ve seen were discounted and clearly labeled as to why. I love this stuff personally, it’s one reason Albertsons is my first stop on shopping day.
    Regardless, I will continue to be a customer until I see a good reason not to be, and I’ll be amazed if that happens.
    I’ll keep an eye on my card transactions and will take the appropriate measures if anything happens, but it won’t change my shopping habits. Thanks for notifying us in a timely fashion, so many places don’t.
    Kudos on Albertsons Stadium too :)

    • Christine Christine 17/08/2014 at 8:35 pm

      Hi Frank, I genuinely appreciate your comments. Thank you so much for your business. :)

      Chris

  14. Shawnette Beacham 17/08/2014 at 2:11 pm

    I use to shop at Albertsons every two days but because of the prices rising faster than baked bread and the quality is less than average, I only go if its a severe emergency. My card was used in between that time. Thank God for Chase!!!!! They let me know it was being used and cancelled my card. NOW I KNOW WHERE IT CAME FROM!!!!! Thanks Albertsons! Now you have lost me completely!!! I guess your not safe anywhere.

    • Christine Christine 17/08/2014 at 8:47 pm

      Dear Shawnette, I understand how frustrating that can be, and am relieved that your financial institution caught the unauthorized activity and notified you. If you see unusual or suspicious activity on a payment card that you used at our store, it does not necessarily mean it relates to the use of your card at our store. However, as with any issues related to your debit or credit card, it sounds like you took the appropriate steps with your financial institution. We will be providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, simply call 1-855-865-4449 after Wednesday, August 20th, Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy will also be available beginning Wednesday, August 20th. At that time more information about these services will be available at https://abacquisition.allclearid.com.

  15. Greg Parker 17/08/2014 at 7:54 pm

    I went to Albertsons more than 10 times during that time period. I have since had to get a new checking account, because charges were showing up I never made. Has this been cleared up yet? What a headache. I was just notified on the news that Albertsons could be the reason. Please fix soon because I use you guys on my lunch when I work in that area because your donuts are delish. Thanks, Gregg

    • Christine Christine 17/08/2014 at 8:50 pm

      Hi Greg, Albertsons believes that the intrusion has been contained and is confident that its customers can safely use their credit and debit cards in its stores.

      I understand how frustrating fraudulent activity can be, and hope that your financial institution caught the unauthorized activity and notified you. If you see unusual or suspicious activity on a payment card that you used at our store, it does not necessarily mean it relates to the use of your card at our store. However, as with any issues related to your debit or credit card, it sounds like you took the appropriate steps with your financial institution. We will be providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, simply call 1-855-865-4449 after Wednesday, August 20th, Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy will also be available beginning Wednesday, August 20th. At that time more information about these services will be available at https://abacquisition.allclearid.com.

      We are committed to protecting the security of our customer’s personal data, and we are working closely with SUPERVALU to implement additional security measures to reduce the likelihood that no such incident ever happens again.

      Many thanks,
      Chris

  16. debbie Vaske 18/08/2014 at 8:00 am

    meaning debit cards tied to your personal bank accounts/with another credit card attached with limits$$ ? Should I close and reopen checking/savings account?

    • Christine Christine 18/08/2014 at 9:45 am

      Hi Debbie, We have not determined that any cardholder data was in fact stolen, and currently have no evidence of any misuse of any such data. We believe that the intrusion has been contained and are confident that our customers can safely use their credit and debit cards in our stores. The appropriate federal law enforcement authorities have been notified, and we are working closely with our IT services provider, SUPERVALU, to better understand the nature and scope of the incident. Third-party data forensics experts are supporting an ongoing investigation.

      We are taking steps to protect your credit and debit card information. We will be providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, simply call 1-855-865-4449 after Wednesday, August 20th Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy will also be available beginning Wednesday, August 20th. At that time more information about these services will be available at https://abacquisition.allclearid.com.

      Thanks,
      Chris

  17. Kristen 18/08/2014 at 9:40 am

    Where do you guys draw the line between Northern and Southern California? A store list would help clear this up.

    • Christine Christine 18/08/2014 at 9:42 am

      Hi Kristen, Albertsons doesn’t operate any stores in Northern California. All of our stores in California belong to the Southern California division. Thank you for your question.

      Chris

  18. Keith 18/08/2014 at 1:59 pm

    I shop at Albertsons in SoCal. On Avenida Pico in San Clemente, is there a way to get a specific list of stores and locaitons where information was breached? I’ll monitor my card activity, but please provide the specific locaitons that were breached.

    • Christine Christine 18/08/2014 at 4:45 pm

      Hi Keith, All California Albertsons are included in this incident. We have not determined that any cardholder data was in fact stolen, and currently have no evidence of any misuse of any such data. We believe that the intrusion has been contained and are confident that our customers can safely use their credit and debit cards in our stores.

      Thanks, Chris

  19. sonia 19/08/2014 at 1:10 pm

    What about the Marina Del Rey store on Washington and the one on Sepulveda at Palms? Those are the two I shop at the most. I was just about to go through my statements . . . so good timing!

    • Christine Christine 19/08/2014 at 2:18 pm

      Hi Sonia, Those stores are affected by this announcement. Should you find any issues whatsoever, we will be providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, simply call 1-855-865-4449 after Tuesday, August 19th, Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy will also be available. At that time more information about these services will be available at https://abacquisition.allclearid.com.

      Thanks,
      Chris

  20. Liz 19/08/2014 at 3:49 pm

    I shop at Albertsons almost daily so during the dates given I have had many transactions. I feel like it would have been nice to have been notified about this in the store and not just from my bank. I could have then decided to go to another store or use cash. This along with having not the best customer service may just be the reason we no longer go to your store. I feel that the people who did use personal debit cards from Washington Trust during this time should be offered some kind of rebate of gift card to show that you are truly sorry that this happened to your customers.

    • Christine Christine 19/08/2014 at 8:19 pm

      Hi Liz, I appreciate your note. Right now, It has not yet been determined whether any cardholder data was in fact stolen, and currently we have no evidence of any misuse of customer payment information. The investigation is ongoing. If we have any new information to share, we’ll update our FAQ page. We did issue a national press release and we also sent communication to all of our stores with the information on our identity protection offer, so we did our best in a very brief amount of time to help inform our customers. If you have a moment and can send me an email or leave a reply with the city and cross streets of the store where you shop, I’d also like to follow up on the customer service issue you mentioned.

      Thank you,
      Chris

  21. Albertson’s Security Breach Affects Tri-City, Mid-Columbia Stores 19/08/2014 at 4:37 pm

    […] The company is still trying to nail down the exact dates of the breach, but believes it was between those dates.   While no concrete evidence has been found that the hackers were successful in obtaining any customer credit or debit card data, the store is taking pre-emptive action. […]

  22. Wade 19/08/2014 at 8:06 pm

    Hi Chris, I recently was contacted by Capital One regarding some suspicious charges on my card. The card I use primarily at my Wyoming Albertsons was compromised somehow and we are try thing to figure out how. Capital One was able to stop charges and cancel the account. I have a new card coming. I really feel this may be a connection and that my information was actually taken. All the fake charges came out of California, which was not me at all. I use this card only for groceries and we don’t know how else it could have been compromised. Any new information would be appreciative. I applaud Albertsons for coming clean and telling us this occurred. I just hope now that they can make this right for those of us that actually had our identities stolen through this ordeal. Thanks, Wade French

    • Christine Christine 19/08/2014 at 8:14 pm

      Hi Wade, it sounds like you’re doing all the right things with Capital One to ensure your data is protected. We are providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If any issues arise with regard to identity protection, simply call 1-855-865-4449 anytime from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy will also be available. More information about enrolling for these services is available at https://abacquisition.allclearid.com.

      We will update our online information page with updates on the ongoing investigation as we have information to share. http://www.albertsons.com/recent-update/. If you have a chance and can drop me an email at christine.wilcox@albertsons.com with the city where you shop, I will forward that to our IT team.

      Thank you again for the information. Hope you have a great evening.

      Chris

  23. Shana 20/08/2014 at 3:17 pm

    I shop at Albertsons in Spokane all the time. While the prices are high compared to Winco and others, the employees are amazing. So courteous and helpful! Recently I made a purchase that somehow didn’t make it to the bag when I checked out. I came back later, and they didn’t even ask me for my receipt when they replaced it. I haven’t had a problem with expired items.

    • Christine Christine 20/08/2014 at 5:28 pm

      Shana, I’m glad you’ve had such great experiences at our store. I’ll make sure to share them with our division team. Thank you for your business. We appreciate it.

      Best,
      Chris

  24. Shana 21/08/2014 at 12:48 pm

    Especially at the 32nd Ave store :-)
    No false charges on my debit card thus far.

  25. Anthony 22/08/2014 at 9:50 pm

    I can’t believe this company did not notify their own employees of this breach!! My wife is a 25+ year employee who uses her card MULTIPLE times per week, and finds out about this by chance reading a news website over 2 WEEKS LATER after your low key ‘announcement’ was made… Just ridiculous.

    • Christine Christine 23/08/2014 at 7:41 am

      Hi Anthony – We rolled out a communications packet to all stores in all states. Many of the division presidents also held conference calls with all of their store directors, and we asked that it be shared with all associates. While our stores in other parts of the country were impacted, it’s important to note that our stores in Arizona, Arkansas, Colorado, Florida, Louisiana, New Mexico, Texas and Northern Utah were NOT impacted by this security issue. That message is here: http://www.albertsons.com/recent-update-non-impacted/. Third-party data forensics experts are supporting an ongoing investigation. It has not yet been determined whether any cardholder data was in fact stolen, and currently we have no evidence of any misuse of customer payment information.

      Depending on what area of the country you are in will determine how much the communications were stressed with local associates. I hope that helps to answer your question.

      Thanks,
      Chris

  26. Dan 25/08/2014 at 8:00 pm

    I am thankful my bank took the lead and contacted me, I was amazed that on my home from the bank with cash in hand I stopped at my local Albertson’s and no one seemed to know anything about the issue. I am very disappointed in the low key announcement that Albertson’s seemed to prefer.

    • Christine Christine 07/09/2014 at 12:33 pm

      Hi Dan, We issued a national press release and worked with several media outlets to ensure they had the most accurate information on this issue, and we also provided all stores with talking points and a copy of a customer letter with the necessary information. We don’t retain customer notification data, so direct notification was not possible.

      While it has not yet been determined whether any cardholder data was in fact stolen, and currently we have no evidence of any misuse of customer payment information, Albertsons is providing one year of complimentary identity protection to affected customers out of an abundance of caution. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, you can simply call 1-855-865-4449, Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy are also available. You can access the enrollment form at https://abacquisition.allclearid.com.

      Thanks,
      Chris

  27. Linda Eve 26/08/2014 at 7:24 pm

    Very dissappointed that there was no media coverage, so that we could choose to use a different means of payment if we so chose. By hiding this from the public, and making a very low key announcements that most people missed, I feel this is very deceptive to the public. I always shop at Albertson’s, but not more! Not because of the hacking, but because of the lack of responsibility to the public. I’m sure the announcement was barely legal. Spare me your foo-foo response!

    • Christine Christine 07/09/2014 at 12:19 pm

      Hi Linda,
      We issued a national press release and worked to provide the information to many media outlets throughout the United States, in addition to providing a customer letter and talking points to all of our stores. There was a lot of media coverage – but we did have several states that were not impacted. Albertsons stores in Arizona, Arkansas, Colorado, Florida, Louisiana, New Mexico, Texas and our two Super Saver Foods Stores in Northern Utah were not impacted by this incident. It still has not yet been determined whether any cardholder data was in fact stolen. Currently we have no evidence of any misuse of customer payment information. While I respect your decision on where to shop based on your own principles, please know that we felt we took the best and most appropriate actions to notify customers within the scope of our means. We do not retain any customer contact information related to shopping trips, so a direct notification was not possible.

      Thanks,
      Chris

  28. Kari 26/08/2014 at 8:57 pm

    Hi Chris, Here’s a new one for you. I received notification from my bank, along the same lines. They did not divulge that the retailer was Albertson’s, however. Also, both my husband and I received these letters, and it gives the info, “…about your debit card ending in ****”… What I know for a fact is that these letters came directly from our bank, but neither of our debit cards end in the numbers they have shown. Any input on that?

    As a side note, I have been frequenting my local Albertson’s for over 10 years, and I’ve seen a drastic demise in the level of customer service over the past few years. As a matter of fact, the last time I was in the store (about a week ago), they had only one checker and the line had approximately 15 people in it. I had to stand in this line because I was purchasing a bottle of wine and that’s not an option in self-checkout. All of the self-check out lines were also several people deep, with only one employee to help folks get through them, also.

    There have been around four visits where I considered contacting higher management due to the treatment I had received from employees in certain departments, particularly the deli. I actually did make a complaint at one time — nothing ever came of it. I have a very high tolerance for people as I know that everyone can have bad days or moments in life where nothing seems to be going right, but this store is beyond acceptable in the lack of customer care that is provided. There have been several visits where I’ve witnessed the checker (usually just one checker, but I have seen two checkers less than a handful of times) having mindless conversation with the person helping self check out folks, so both checkers were pre-occupied with each other and not the customer. My local store is the Hayden, Idaho store, located on the corner of Prairie and Hwy 95.

    • Christine Christine 07/09/2014 at 12:12 pm

      Hi Kari, Financial institutions reference their own policies and procedures to make additional decisions in situations like this. The debit card number would be a question for them, as we do not retain any of that information in our systems. Our investigation with SUPERVALU and our third party data forensics experts is ongoing, and it has not yet been determined whether any cardholder data was in fact stolen. Currently we have no evidence of any misuse of customer payment information.

      Regarding your customer service comments, I’ve forwarded the information from your email to our division customer satisfaction & front end operations manager. I’d like to put you in touch with him so he can assist you directly with any issues and discuss your concerns. I’ll send you his contact information separately.

      Thanks,
      Chris

  29. pete 28/08/2014 at 4:16 pm

    OK so you’ve been breached.I shop there and my bank reissued me a new card. So Fing what.
    some theif my have my info,So what if they catch them its already been sold to the highest bidder.Nothing you can say or do will change the fact that your lax security is to blame .While we pay more and get less and all your CEO’s get their raises in stead of paying for good Security and someone to monitor 24 hours a day for suspicious activity. I will not ever be shopping with your stores again.

    • Christine Christine 07/09/2014 at 12:04 pm

      Hi Pete, As with any issues related to debit or credit cards, financial institutions reference their own policies and procedures to make additional decisions in instances like this. Our investigation with SUPERVALU and our third party data forensics experts is ongoing, and it has not yet been determined whether any cardholder data was in fact stolen. Currently we have no evidence of any misuse of customer payment information.

      Out of an abundance of caution, Albertsons is providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, you can simply call 1-855-865-4449, Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy are also available. You can access the enrollment form at https://abacquisition.allclearid.com. While we respect your decision on where to shop, please know that we believe that the intrusion has been contained and are confident that our customers can safely use their credit and debit cards in our stores.

      Thanks,
      Chris

  30. John Holmes 31/08/2014 at 4:50 pm

    Hi. I am an IT security consultant and find it rather sad that companies would rather provide damage control services than to spend more money on better security. Providing free credit monitoring isn’t going to solve the financial problems your customers may face, nor will it regain their confidence in your company. Spending money on better security is ALWAYS better than cashing in an insurance policy and paying damages, or providing free services to your customers. Your investors won’t agree with that, but from an IT security perspective I’m correct. I understand this is out of your control, but you can sense the anger in my post.

    • Christine Christine 07/09/2014 at 11:55 am

      Hi John, I do understand your frustration. We are working closely with our third party IT provider as well as third party data forensics experts on the ongoing investigation. Upon recognition of the intrusion, Supervalu took immediate steps to secure the affected part of its network.

      To clarify, we aren’t providing free credit monitoring; Albertsons is providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months. If a problem arises, you can simply call 1-855-865-4449, Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy are also available. You can access the enrollment form at https://abacquisition.allclearid.com.

      Thanks,
      Chris

  31. Michael Spurlock 02/09/2014 at 10:06 am

    We can safely dispense with the idea that the data hasn’t been misused.

    I think Albertsons should step up and admit people are being hit.

    • Christine Christine 07/09/2014 at 11:49 am

      Hi Michael, The investigation is ongoing. It has not yet been determined whether any cardholder data was in fact stolen, and currently we have no evidence of any misuse of customer payment information. Unusual or suspicious activity on a payment card that was used at our store does not necessarily mean it relates to the use of a card at our store.

      Out of an abundance of caution, Albertsons is providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, you can simply call 1-855-865-4449, Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy are also available. You can access the enrollment form at https://abacquisition.allclearid.com.

      Thanks,
      Chris

  32. John Windus 06/09/2014 at 7:15 pm

    My credit union issued me a new card based on the Albertson’s data breach. So now I have to change all my autopays . What a mess. And Alberson’s tells me to use my one annual chance a year to check at annualcreditreport.com. This is a very weak response and Albertson’s has not been at all aggressive getting this information in front of customers. This should be a required part of every discussion at check out or at least provide an in-store consumer representative. Instead it’s hidden way down in your website. Very very bad. Switching to employee-owned Winco rather than Albertson’s held be some hideous holding company. It’s Joe Albertsons supermarket but my data now belongs to Boris. Thanks loads.

    • Christine Christine 07/09/2014 at 11:47 am

      Hi John, We issued a national press release and worked with several media outlets to ensure they had the most accurate information on this issue, and we also provided all stores with talking points and a copy of a customer letter with the necessary information. It has not yet been determined whether any cardholder data was in fact stolen, and currently we have no evidence of any misuse of customer payment information. Unusual or suspicious activity on a payment card that was used at our store does not necessarily mean it relates to the use of a card at our store. As with any issues related to your debit or credit card, financial institutions reference their own policies and procedures to make additional decisions. Albertsons is providing one year of complimentary identity protection to affected customers. This coverage includes automatic protection with AllClear Secure for the next 12 months – there is no action required on your part to receive or enroll in this service. If a problem arises, you can simply call 1-855-865-4449, Monday through Saturday from 8:00am-8:00pm CT and a dedicated investigator will assist you in restoring your identity to its accurate state. Additional identity protection services that includes identity theft monitoring and a $1 million identity theft insurance policy are also available. You can access the enrollment form at https://abacquisition.allclearid.com. While we respect your decision on where to shop, please know that we believe that the intrusion has been contained and are confident that our customers can safely use their credit and debit cards in our stores.

      Thanks,
      Chris

  33. Cindy Myers 19/09/2014 at 9:12 am

    Good Morning,
    It’s been over a month since this was announced and almost two months since the problem was discovered. When are we going to get more about nformation including how much of my information was taken.
    Thank you.

    • Christine Christine 21/09/2014 at 11:00 am

      Cindy, our investigation is ongoing. At this time, it still has not been determined that any cardholder data was in fact stolen, and there is still no evidence of any misuse of any data. I appreciate your patience.

      Chris

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