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Update: March 22, 2018 @ 4:00pm ET
TIO Networks Provides Second Update on Suspension of Operations
After careful consideration, PayPal has decided to not restore TIO’s services and will wind down TIO’s business accordingly. We thank you for your patience as we made this difficult decision. We apologize for the inconvenience the discontinuation of services has caused our billing partners, retailers, agents, and their customers – and we appreciate your partnership and support for the past 20 years.
As previously announced, the PayPal platform is not impacted in any way and PayPal’s customers’ data remains secure. PayPal remains committed to our mission to democratize financial services and provide secure, convenient and affordable ways to move and manage money to those who are underserved by the financial system.
If you are a TIO biller, retailer or agent and have any questions or would like to speak to someone about this situation, please feel free to contact the TIO call center at (866) 710-0846.
If you are an affected customer that received a notice about the TIO security incident, and have any questions, you can still reach out to the Experian call center Monday to Friday 6:00 AM - 6:00 PM PT, and Saturday and Sunday 8:00 AM to 5:00 PM PT at (855) 272-6796 (toll-free) for domestic callers or (479) 788-5000 (toll) for international callers.
Update: December 1, 2017 4:30PM ET
TIO Networks Provides Update on Suspension of Operations
As announced on November 10, the operations of TIO Networks were suspended to protect customer data as part of an ongoing investigation of security vulnerabilities of the TIO platform. We have been working tirelessly to conduct a thorough review and get to the bottom of the situation. Now we have a clearer picture.
The ongoing investigation has uncovered evidence of unauthorized access to TIO’s network, including locations that stored personal information of some of TIO’s customers and customers of TIO billers.
TIO has begun working with the companies it services to notify potentially affected individuals. We are working with a consumer credit reporting agency to provide free credit monitoring memberships. Individuals who are affected will be contacted directly and receive instructions to sign up for monitoring.
We greatly appreciate the support of our billing partners, retailers, agents and consumers during this time. We will continue to communicate important updates to customers.
If you are an affected customer that received the customer notice, and have any questions, you can reach the Experian call center Monday to Friday 6:00 AM - 6:00 PM PT, and Saturday and Sunday 8:00 AM to 5:00 PM PT at (855) 272-6796 (toll-free) for domestic callers or (479) 788-5000 (toll) for international callers.
If you are a biller, retailer or agent and have any questions or would like to speak to someone about this situation, please feel free to contact the TIO call center at (866) 710-0846.
Consumer FAQ
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As an impacted customer, what should I do?
All affected individuals are strongly encouraged to take advantage of Experian identity protection, which includes the following services:
- A credit report upon enrollment;
- Active credit monitoring for fraud and identity theft;
- Identity restoration services, including assistance with placing an initial fraud alert or a freeze on the credit file, disputing charges, and closing accounts;
- $1 million identity theft insurance; and
- A toll-free call center dedicated to answer any questions.
Regardless of whether or not you choose to enroll in Experian identity protection, you should take the following steps:
- Obtain a free annual credit report;
- Review their account statements and report any unauthorized activity on their accounts to their credit card companies or banks; and
- Review the Federal Trade Commission’s guidance on recovering from identity theft, which is available on their website and at a dedicated toll-free number.
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Who will be notifying me if I’m affected?
TIO is currently in the process of contacting its direct customers, as well as working with its billing partners to notify potentially affected individuals. Any individuals whose information may have been affected will be notified if we have your contact information. Affected customers will receive a notification explaining what has occurred and what steps to take to take advantage of free identity protection, which includes credit monitoring.
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Are you offering credit monitoring services? If so, how do customers sign up?
Yes. We are providing notification and offering free 12-month credit monitoring for affected customers. If your social security number was impacted, we are offering 24-months of credit monitoring. Affected customers will receive a notification explaining what has occurred and what steps to take to take advantage of free identity protection, which includes credit monitoring.
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Why were the TIO services deactivated? Will these services be reactivated?
- As you know, TIO suspended its services on November 10 to protect customers. Please know that upon discovering security vulnerabilities on TIO’s platform, we promptly commenced a full-scale investigation.
- The services will not be fully restored until we are confident in the security of the TIO systems and network.
- At this point, TIO cannot provide a timeline for restoring bill pay services, and continues to recommend that you contact your biller to identify alternative ways to pay your bills. We sincerely apologize for any inconvenience caused to you by the disruption of TIO’s service.
Biller, Retailer & Agent FAQ
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What should my impacted customers do?
All affected individuals should be strongly encouraged to take advantage of Experian identity protection, which includes the following services:
- A credit report upon enrollment;
- Active credit monitoring for fraud and identity theft;
- Identity restoration services, including assistance with placing an initial fraud alert or a freeze on the credit file, disputing charges, and closing accounts;
- $1 million identity theft insurance; and
- A toll-free call center dedicated to answer any questions.
Regardless of whether or not they choose to enroll in Experian credit monitoring services, customers should take the following steps:
- Obtain a free annual credit report;
- Review their account statements and report any unauthorized activity on their accounts to their credit card companies or banks; and
- Review the Federal Trade Commission’s guidance on recovering from identity theft, which is available on their website and at a dedicated toll-free number.
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Have you contacted all affected billers, and retailers and agents? If not, am I one, and when do you expect to be able to notify all billers, retailers and agents?
We are working as quickly as possible to notify all potentially affected billers, retailers and agents who have customers that may have been impacted, as well as individuals who may have been impacted.
Customer Information
How to find out if you’re impacted
TIO is currently in the process of working with its billing partners to notify potentially affected customers.
Notification is occurring primarily through mail and email, depending on certain factors. Our press release is also intended to inform as broad a group of potentially impacted customers as possible.
If you suspect you may have been affected, please visit this page or call the Experian call center at (855) 272-6796 (toll free) for domestic callers or (479) 788-5000 (toll) for international callers for more information.
Steps you can take
We are committed to addressing this situation as quickly and efficiently as possible, in a manner that protects customers and their data. In the meantime, all affected customers are strongly encouraged to take advantage of the credit monitoring services.
We are working with Experian, a consumer credit reporting agency, to make sure it is taking all the right steps, including providing affected customers with free 12-month Experian credit monitoring membership (24 months for those customers whose SSNs were exposed). Additional details can be found below. Individuals who are affected will receive instructions to sign up for monitoring.
All affected customers are strongly encouraged to take advantage of the membership, which includes:
- A credit report upon enrollment;
- Active credit monitoring for fraud and identity theft;
- Identity restoration services, including assistance with placing an initial fraud alert or a freeze on the credit file, disputing charges, and closing accounts;
- $1 million identity theft insurance; and
- A toll-free call center dedicated to answer any questions. We will be training and closely monitoring our call center staff on the proper handling of any inquiries.
All customers, regardless of whether or not they choose to enroll in Experian credit monitoring services, are encouraged to obtain a free annual credit report and report any unauthorized activity on their accounts to their credit card companies or banks.
Contact Information
If you are an affected customer that received the customer notice, and have any questions, you can reach the Experian call center Monday to Friday 6:00 AM - 6:00 PM PT, and Saturday and Sunday 8:00 AM to 5:00 PM PT at (855) 272-6796 (toll-free) for domestic callers or (479) 788-5000 (toll) for international callers.
If you are a biller, retailer or agent and have any questions or would like to speak to someone about this situation, please feel free to contact our call center at (866) 710-0846.