[LaLo1103]

Debbie -
This has got to be a big, ugly and frustrating situation so I also just wanted to thank you for keeping on top of it. There is so much good stuff in store for ScrapGirls once we are over this "bump in the road"!!!

[debsboytodd]

I can't tell you how horrible we felt as we learned about and worked through this incident. It was scary and frustrating for us and those are the last feelings we want any Scrap Girl customer to have. We are just overwhelmed by the supportive, helpful responses you have sent. Thank you for being such a wonderful group of people!!

[MariJ]

I've also had my credit card hacked twice - no idea where it originated from, but Debbie I am in awe of how honest and forthright you are in handling this problem.
It's hard to say more as everyone before me has done it so eloquently. So I will just say a heartfelt "thank you" for keeping us informed and for taking such good care of our ScrapGirls Community.

[Westina]

Debbie Cleek, on 27 September 2012 - 09:11 PM, said:

Hi Tina - If you have your card on file with us for club orders generally those are processed manually by Angie. Believe it or not, she wakes up very early in the morning on the 1st and 15th of every month and manually hits "send" on your club order. So if you have your credit card on file with us for your club orders all of your information is secure because it did not go through the same channel that other transactions are processed through, which is where the hacker imbedded their script.

Big hug to Angie and your team! I appreciate the detailed information and care shown in handling this issue. It's a good lesson for all. Thankfully the club transactions were not impacted. I checked my card on file in the SG store and found it is my Visa Debit card. If I understand correctly, debit cards are not offered the same protection against fraud as credit cards, so I will find another option for recurring payment.

[misseswojo]

Debbie,
I posted last night and was hoping I could get some information on the following concern since one of my cc have been hit so far:
I guess my biggest concern now is if they had gotten our credit card/debt card information previously, do we have to start or still worry that they will use this information now. Again, the one other credit card that has been on file with SG is not as of a concern because the credit card companies will remove the charges and issue new cards. However, the debt card is a different story. That is cash money and I don't know that these banks will actually put the money back into our accounts, etc..Sorry if I am sounding paranoid.
Thanks,

[ladyscrapalot]

Have you tried contacting your bank? Let them know what's happened and they can tell you want you need to do. My husband has lost his debit card a couple of times. Our bank just send him a new one. The lost/stolen one won't work. HTH

[Debbie Cleek]

Hi Patty - My understanding is that the hacker embedded a file into our checkout process that captured credit card numbers and sent them to web address in China. So it was only collecting information on transactions, not on any credit cards that we have on file. So if you used your credit card to checkout, but your debit card was just on file with us and not used during the period of the breach it should fine. I want to mention that when I say "on file" those card numbers are not visible to my staff or anyone who works at Modular Merchant, and all the numbers stored on the server are encrypted in a way that makes them unreadable by humans.

If you did use your debit card to check out I would keep a close eye on the statement for the next few months even if it has not been used yet. The hacker may have the number but have not tried to use it yet. If you notify your bank now, before anything shows up on it I am sure that they have a procedure in place to handle it, or some "best practices" that they follow. They might even be able to "watch" the card for you. They can usually look out for unusual transactions or patterns. My credit card company called me once to check in when I did all my Christmas shopping in one day, because I don't typically shop that much all at once.

No worries about being paranoid! You are right to be concerned. I think everyone is on high alert right now. Yesterday one of my team emailed me from her new iphone and she had accidentally set her email up with her name misspelled. I wouldn't respond to her question until she confirmed that it was really her!

I hope this helps

[Brandy M]

I have had this happen before a few years back (not with Scrap Girls) but i have to tell you.... no company ever handled it as well as this one. I am so proud to be part of a team that really cares about their customers.

[healthyscraps]

Elisha, you said it so well I can only say 'ditto'. Thank you Debbie.

[mimes1]

I am so impressed by the way this whole thing has been handled! Thank you Debbie for working to keep us all safe. I love Scrap Girls!

[Durin]

Syndee, on 27 September 2012 - 09:45 PM, said:

Debbie, I have to echo what others have said - you have handled this with care and with our wonderful Scrap Girls customers best interests at heart! I appreciate all you have done and are doing! And to all our lovely Scrap Girls I want you to know how much I appreciate each and every one of you - you truly brighten my day every time I check in on the forum or get a PM from one of you or see your wonderful layouts in the gallery! Thank you for being you!

Well said, Syndee!! <3

We have an amazing group here!

[ladyscrapalot]

I wish more companies had half the quality of customer service that Scrap Girls has! Some companies and some people for that matter forget that great customer service makes for a great company. It makes you want to continue shopping and doing busy with the company. I think the way this mess was handle will only make SG stronger and it's loyal customers more loyal!!!

[Scrappin_LYB]

Debbie, you did what you had to, and I thank you on behalf of so many for a GREAT job in handling this situation. Thanks for all you continue to do in protecting our personal information. Unfortunately, we live among thieves, and as I was once told, they are eventually caught! I just love Jan's words, so will requote her here!

"May the curse of Mary Malone and her nine blind illegitimate children chase you so far over the Hills of Damnation that the Lord himself can't find you with a telescope!" ROCK ON SCRAPGIRLS!!!!

ScrapGirls are rockin,' Jan!!!

[Debbie Cleek]

I loved Jan's curse too. Thanks so much for all the kind words Laura and everyone! It's so appreciated!

[Laurel Lakey]

I agree with the general sentiment here -- I'd much rather know what's going on than be kept in the dark. And I'll still be a loyal Scrap Girl, especially now that the security is even better than ever! Thanks for all of your hard work regarding this issue, Debbie, and I really appreciate how open and upfront you are with all of it. Thank you!

[ScrapGram]

We have been away, so I am a little late commenting, but I just wanted to say thank you also. I have had credit cards that I use on line compromised twice, and neither time did any merchant notify me about a problem. I really appreciate how you handled this Debbie. The card I use here has not been affected so far,(and it's not because I didn't use it!), and it it very comforting to know that, as a customer, my safety is being looked after. Thanks so much for being so vigilant.

[Scrappin_LYB]

scrappyjan, on 28 September 2012 - 04:27 AM, said:

Thankyou, Debbie, for your honesty and professionalism over this glitch. This is such a great community to be a part of, and all of our customers can rest assured that you and your team have done, and will continue to do, everything possible to ensure that each and every one of them are safe, secure and appreciated.
I fully empathise with those of you who have been affected by this breach, and hope you will very quickly get things sorted with your credit card companies. A few years ago we discovered that my husband's card had been compromised when the bank phoned us to enquire about several transactions that had been made in the red light district of Amsterdam!! LOL!
As for the hacker, as my old Irish Granny used to say:
"May the curse of Mary Malone and her nine blind illegitimate children chase you so far over the Hills of Damnation that the Lord himself can't find you with a telescope"
ROCK ON SCRAPGIRLS!!!!

You tickled me pink with your Granny's old Irish quote. Boy, I wish I had known that quote back when . . . . boy, felt good to type that!

[misseswojo]

Debbie Cleek, on 28 September 2012 - 03:23 PM, said:

Hi Patty - My understanding is that the hacker embedded a file into our checkout process that captured credit card numbers and sent them to web address in China. So it was only collecting information on transactions, not on any credit cards that we have on file. So if you used your credit card to checkout, but your debit card was just on file with us and not used during the period of the breach it should fine. I want to mention that when I say "on file" those card numbers are not visible to my staff or anyone who works at Modular Merchant, and all the numbers stored on the server are encrypted in a way that makes them unreadable by humans.

If you did use your debit card to check out I would keep a close eye on the statement for the next few months even if it has not been used yet. The hacker may have the number but have not tried to use it yet. If you notify your bank now, before anything shows up on it I am sure that they have a procedure in place to handle it, or some "best practices" that they follow. They might even be able to "watch" the card for you. They can usually look out for unusual transactions or patterns. My credit card company called me once to check in when I did all my Christmas shopping in one day, because I don't typically shop that much all at once.

No worries about being paranoid! You are right to be concerned. I think everyone is on high alert right now. Yesterday one of my team emailed me from her new iphone and she had accidentally set her email up with her name misspelled. I wouldn't respond to her question until she confirmed that it was really her!

I hope this helps

Yes, Debbie it really does help and makes me feel better. I will just give my bank a call tomorrow morning and give them a heads up regarding my debt card so they can keep an eye out also. I bank with a credit union and they are usually extremely helpful. Thanks again for clearing that part up for me.

[Armi Custodio]

Just wanted to echo what most have said. I really appreciate the candidness and transparency Debbie. Thanks for keeping everybody informed!

[KayMitch]

This morning my husband and I went to our Bank to sort out PINs etc re our new card. They were super impressed that Scrap girls had been so open and honest with us all re the hacking problem. Not everyone does this so thank you once again for keeping us all in the loop. What an amazing place. Kay

[LenaLotta]

I can only echo what everyone already said, Debbie & co handled this so very well!

[SodScrap]

KayMitch, on 30 September 2012 - 11:26 PM, said:

This morning my husband and I went to our Bank to sort out PINs etc re our new card. They were super impressed that Scrap girls had been so open and honest with us all re the hacking problem. Not everyone does this so thank you once again for keeping us all in the loop. What an amazing place. Kay

You are right Kay!! A lot of owners wouldn't be so open and honest or even admit it!!

Debbie-thank you so much for letting us know and keeping us unformed!! You rock!!

[LindaH57]

Good Evening,

I want to thank you Debbie for sending out the emails and this post about the credit card issue. I too had fraudulent charges post to my credit card. I appreciate your honesty and your hard work to keep your SG customers informed as you, Modular Merchant and the F.B.I. work to get this issue resolved.

Linda

[LaughingSun]

I know that once we used our debit card at a place that was 'questionable'. The bank called us and suggested we change our pin number at the bank so we did that.

I agree, I think that Debbie has handled this very honestly, professionally and I place all of my faith in her and Scrap Girls!!

[Debbie Cleek]

I just wanted to give you a little update. We have compiled all of the information customers sent to us about the specifics of their cards being used onto a thumb drive and hand delivered it to the FBI office in Portland on Monday. We have two agents assigned to our case and I will be following up with them for updates. I'm not sure how much information they will be able to share, but if there is anything to know I will surely pass it along to you.

[kimmybutton]

Thanks for the update, Debbie! Go, get 'em, FBI!!!

[Syndee]

Debbie Cleek, on 09 October 2012 - 02:35 PM, said:

I just wanted to give you a little update. We have compiled all of the information customers sent to us about the specifics of their cards being used onto a thumb drive and hand delivered it to the FBI office in Portland on Monday. We have two agents assigned to our case and I will be following up with them for updates. I'm not sure how much information they will be able to share, but if there is anything to know I will surely pass it along to you.

You sound so 'CSI' Debbie! LOL

[Smiles]

that's great news, Debbie!

[Cheri T]

I hear snappy detective music in the background all of a sudden:)
Too bad we can't see the (possibly handsome) agents in their nice uniforms. lol
Thank you for the update Debbie; you have worked tirelessly on this whole problem and I admire you so much for keeping us in the loop, unlike so many other businesses.

[Smiles]

The FBI agents I have known wore business suits (remember the 60s dectives?)