Many Visible Wireless subscribers reported that their accounts were hacked this week. Visible runs on Verizon’s 5G and 4G LTE networks and is owned by Verizon.
Suspected Visible’s data breach began on Monday, when some customers saw unauthorized purchases from their accounts:
@visible I just got hacked! They sent themselves a call and changed my address! urgent! ‘How do I @stop this! ! ! ! hurry! !
— Kelly (@ksmrz77) October 12, 2021
On the Visible subreddit, users report seeing unauthorized orders placed from their account:
Social media is also flooded with reports that customers have not received Visible responses Lasts a few days:
Great, someone hacked mine @visible Account, used my PayPal to buy an iPhone, and changed the password. @visiblecare No response. Scammers also used spam to deceive me, trying to make me miss any email notifications from Visible.
— Christian King (@kristiankim) October 13, 2021
The company indicated that there may be credential filling
In an e-mail sent to customers and publicly released yesterday, Visible shared what it believes led to the hacking.
“We are aware of an incident in which some member account information was changed without their authorization. We are taking protective measures to protect all affected accounts and prevent any further unauthorized access,” Visible Said in the announcement. “Our investigation showed that the attacker was able to access the username/password from an external source and use that information to log into the Visible account. If you use your Visible username and password in multiple accounts (including your bank or other financial accounts) , We recommend using these services to update your username/password.”
The company’s wording indicates that customer credentials are obtained from a database leaked or compromised by a third party and then used to access customer accounts. This practice is called credential stuffing. The company recommends that customers reset their passwords and security information, and will prompt users to re-verify payment information before making further purchases.
But experts have Challenge Regarding the credential filling theory, it is noted that Visible admitted in a tweet this week that its chat platform has a “technical problem”, and the company is temporarily unable to make any changes to customer accounts. Visible has since deleted its tweets.
Have you known Visible since last week?
Although Visible issued a public statement yesterday, the company first acknowledged the issue on Twitter on October 8. At the time, Visible provided a vague reason: the company sent an order confirmation email by mistake.
“We apologize for any confusion this may cause! There was an error when sending this email to the member, please ignore it,” the company told the customer.
A Visible customer reacted angrily to the delay, saying: “Given that you are currently under attack and know that many users’ accounts have been compromised, this response is completely irresponsible.”
Visible stated that customers are not responsible for any unauthorized charges. The company said: “If there are wrong charges in your account, you will not be held accountable and the charges will be revoked.”
Visible customers affected by the incident should monitor suspicious transactions and change their passwords on their Visible account and any other websites that use the same credentials.