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TalkTalk customers criticise company over cyber-attack response TalkTalk customers criticise company over cyber-attack response
(34 minutes later)
TalkTalk customers have criticised the company's "unacceptable" handling of a major cyber attack. TalkTalk customers have criticised the company's "unacceptable" handling of a major cyber attack amid fears that their financial details were stolen.
Some said they had had no contact from the firm. Others criticised its refusal to let them cancel contracts for free.Some said they had had no contact from the firm. Others criticised its refusal to let them cancel contracts for free.
And some said money had been withdrawn from accounts, though TalkTalk said it was unclear if these cases were related to the latest attack. And some said money had been withdrawn from accounts, though TalkTalk said the latest attack might not be to blame.
The firm said any credit card details accessed were incomplete and "not usable" for financial transactions. The firm also said it expected the amount of information accessed "to be materially lower" than first thought.
A statement on Saturday said: "This cyber attack was on our website not our core systems. It said on Saturday afternoon that the attack was on its website, where full card details are not held - not on its core system.
"We do not store complete credit card details on the website; any credit card details that may have been accessed had a series of numbers hidden and therefore are not usable for financial transactions. Any credit card details accessed were incomplete - with many numbers appearing as an x - and "not usable" for financial transactions, it added.
"TalkTalk My Account passwords have not been accessed. The police are continuing to investigate, it added.
"We now expect the amount of financial information that may have been accessed to be materially lower than initially believed and would on its own not enable a criminal to take money from your account."
Meanwhile, business leaders called for urgent action to tackle cyber-crime. The Institute of Directors said only "serious breaches" made the headlines, but attacks on British businesses "happen constantly".Meanwhile, business leaders called for urgent action to tackle cyber-crime. The Institute of Directors said only "serious breaches" made the headlines, but attacks on British businesses "happen constantly".
'Deafening silence''Deafening silence'
On Thursday, TalkTalk revealed it had been subject to a cyber-attack in which personal and banking details may have been accessed by hackers. On Thursday, TalkTalk first revealed it had been subject to a cyber-attack in which personal and banking details may have been accessed by hackers.
The phone and broadband provider said it did not know how much of the customer information was encrypted.The phone and broadband provider said it did not know how much of the customer information was encrypted.
It said it would contact all its four million current customers - but a number have contacted the BBC to say they have had no correspondence.It said it would contact all its four million current customers - but a number have contacted the BBC to say they have had no correspondence.
One customer, Frank Wile, from Newbiggin, said the only information he had received was from the media. One customer, Frank Wile, from Newbiggin, Northumberland, said the only information he had received was from the media.
"No phone calls or emails at all from TalkTalk, in fact the silence is deafening," he added. "No phone calls or emails at all from TalkTalk; in fact the silence is deafening," he added.
Richard Bickley, from Milton Keynes, attacked the company for refusing to allow people to leave their contracts early without charge.Richard Bickley, from Milton Keynes, attacked the company for refusing to allow people to leave their contracts early without charge.
TalkTalk has said it would consider requests on a case-by-case basis later when more information was known. TalkTalk has said it will consider requests on a case-by-case basis later when more information is known.
Chief executive Dido Harding told the BBC on Friday: "Waiving standard terms and conditions is not something sensible I can do today."Chief executive Dido Harding told the BBC on Friday: "Waiving standard terms and conditions is not something sensible I can do today."
Some customers have also said money has gone missing from the their bank accounts.Some customers have also said money has gone missing from the their bank accounts.
Sarah Laird said her parents had around £9,000 taken after receiving a call purporting to be from the company. They were first contacted on Sunday, she said.Sarah Laird said her parents had around £9,000 taken after receiving a call purporting to be from the company. They were first contacted on Sunday, she said.
'Very angry''Very angry'
Hilary Foster told the BBC she had lost £600 from her account.Hilary Foster told the BBC she had lost £600 from her account.
"I'm still very angry [about] the fact that my details are potentially out there somewhere on the internet and I'm going to have to keep checking my bank statements now for a long time," she said."I'm still very angry [about] the fact that my details are potentially out there somewhere on the internet and I'm going to have to keep checking my bank statements now for a long time," she said.
But TalkTalk said there was no currently evidence customers' bank accounts had been affected as a result of this week's attack. But TalkTalk said there was currently no evidence that customers' bank accounts had been affected as a result of this week's attack.
"We do know that there are a small number of customers who have previously been targeted by criminals and fallen victim to scams, and we are continuing to support those affected," the company said in a statement."We do know that there are a small number of customers who have previously been targeted by criminals and fallen victim to scams, and we are continuing to support those affected," the company said in a statement.
What should you do if you think you're at risk?What should you do if you think you're at risk?
TalkTalk hack: What should I do?TalkTalk hack: What should I do?
There have been two other data breaches affecting TalkTalk customers in recent months.There have been two other data breaches affecting TalkTalk customers in recent months.
In August, the company revealed its mobile sales site had been targeted and personal data breached.In August, the company revealed its mobile sales site had been targeted and personal data breached.
And in February, TalkTalk customers were warned about scammers who had managed to steal thousands of account numbers and names. The attacks are understood to be unrelated.And in February, TalkTalk customers were warned about scammers who had managed to steal thousands of account numbers and names. The attacks are understood to be unrelated.
The Metropolitan Police says it is in the early stages of investigating the latest hack, as well as a ransom demand from a group purporting to be behind it.The Metropolitan Police says it is in the early stages of investigating the latest hack, as well as a ransom demand from a group purporting to be behind it.
No arrests have been made.No arrests have been made.
'Appears genuine''Appears genuine'
Cyber-crime consultant Adrian Culley told BBC Breakfast the hackers had obtained "high-value" data and it was "going to take time to fully investigate" the attack.Cyber-crime consultant Adrian Culley told BBC Breakfast the hackers had obtained "high-value" data and it was "going to take time to fully investigate" the attack.
He said he had already seen online what "very much appears to be genuine" TalkTalk customer bank details.He said he had already seen online what "very much appears to be genuine" TalkTalk customer bank details.
He said those who uploaded the data had redacted account numbers but published customers' bank sort codes.He said those who uploaded the data had redacted account numbers but published customers' bank sort codes.
TalkTalk said there was a chance that some of the following customer data had been accessed:TalkTalk said there was a chance that some of the following customer data had been accessed:
Names and addressesNames and addresses