Osiris 1st Gear August 23, 2007 Share August 23, 2007 The following letter is NOT written by me but EXTRACTED from ST forum. I am posting this so that people will think twice about having a business relationship with them. I totally agreed with what Mr How said in his last paragraph. What pissed me off is that this letter to the forum is only available online and not on the printed copies . Home > ST Forum > Online Story Aug 23, 2007 Income staff showed blase attitude when told of breach in website ON AUG 17 at 8pm, l logged onto NTUC Income's website at www.income.com.sg and used its Policy Online Enquiry (Pole). I was shocked to see the policy of other policyholders and all their personal information, including their investment and insurance profile. On my second login, I was able to log into other policyholders' accounts using my own ID and password. I called NTUC Income three times to inform it about this serious problem but I was shocked with its response. The staff said that I should not be looking at other people's policies and asked me to log out immediately. On top of that, the customer relationship officer did not seem to have a sense of urgency, did not seem surprised, was very relaxed and did not take the call seriously. He said that he would log the case and send it to the IT department. I called my friends in Income and informed them to escalate the matter to management. Feeling uneasy about the matter, I called Income again on another number and, this time round, I was advised to log out immediately which I did. It was only then that the Pole component was shut down. My questions to Income are: >>This is a serious breach of security and I was kind enough to inform it and yet its response was not professional and I was not taken seriously. Is that acceptable? >>The customer relationship officer told me that a few customers had also called about the problem. If that was the case, why was there no immediately action? In an IT datacentre procedure, the first thing to do is to shut down the Pole component and not let it run further. Being in the IT line myself and being an engineer on standby for a mission critical system, I can say with certainty that Income's data centre standard operating procedure and chain of command on system failure are completely unacceptable. They are seriously flawed. I am disappointed by Income's handling of this situation. How Hee Ping ↡ Advertisement Link to post Share on other sites More sharing options...
Comfy 1st Gear August 23, 2007 Share August 23, 2007 ntuc Link to post Share on other sites More sharing options...
Nutty 4th Gear August 23, 2007 Share August 23, 2007 (edited) If this happened in US, probably they'll get sued? Edited August 23, 2007 by Nutty Link to post Share on other sites More sharing options...
Osiris 1st Gear August 23, 2007 Author Share August 23, 2007 u are spot on. I wonder if anyone else had access like Mr How and use the info illegally. Link to post Share on other sites More sharing options...
Ivan96935sg Neutral Newbie August 23, 2007 Share August 23, 2007 They'll close all loop holes before anything can happen.......but then they must be running wild now..... Link to post Share on other sites More sharing options...
Slowmo Clutched August 23, 2007 Share August 23, 2007 too late if it has been spidered and cached by any search engine bots. Link to post Share on other sites More sharing options...
Osiris 1st Gear August 23, 2007 Author Share August 23, 2007 don't think so lah. unless they so screw up and allowed their secure pages to be spidered. that has to be like deliberate. Link to post Share on other sites More sharing options...
Watwheels Supersonic August 23, 2007 Share August 23, 2007 They will surely push the blame to the IT company they sub-contracted. What's new? Link to post Share on other sites More sharing options...
Singaporesiao Neutral Newbie August 23, 2007 Share August 23, 2007 wah biang... tats really a security loophole.... jialat im on their insurance as well... haiz... Link to post Share on other sites More sharing options...
Asd78 Clutched August 23, 2007 Share August 23, 2007 (edited) This is real bad..luckily I dont have any plans with them... Edited August 23, 2007 by Asd78 Link to post Share on other sites More sharing options...
Osiris 1st Gear August 23, 2007 Author Share August 23, 2007 (edited) >>The customer relationship officer told me that a few customers had also called about the problem. If that was the case, why was there no immediately action? In an IT datacentre procedure, the first thing to do is to shut down the Pole component and not let it run further. must be all trying to figure out wats wrong and pointing finger. Nothing being done until escalate high enough then someone steps in and say shut down. maybe that's what they meant by improving transparency Edited August 23, 2007 by Osiris Link to post Share on other sites More sharing options...
Symantec9 2nd Gear August 23, 2007 Share August 23, 2007 thanks for sharing... Link to post Share on other sites More sharing options...
Nutty 4th Gear August 23, 2007 Share August 23, 2007 Agreed. Most likely they will find a scapegoat and fire that poor chap? Link to post Share on other sites More sharing options...
Maxus-MIFA9 Supersonic August 23, 2007 Share August 23, 2007 Always the case, ignore your feedback and take it easy. Should have change some figures in some of those payout claim and let them and sh*t in their pants. I believe they will immediately take action when millions of $$$ are payout. Link to post Share on other sites More sharing options...
Skydiver Neutral Newbie August 23, 2007 Share August 23, 2007 my personal experience ntuc income has been positive and pleasant. they are prompt in response in my queries and they always provide good customer service. i believe this matter could be an isolated case... take it easy people! Link to post Share on other sites More sharing options...
Vit4wd 1st Gear August 23, 2007 Share August 23, 2007 I believe it was an honest mistake and computer glitches do happen occasionally. Link to post Share on other sites More sharing options...
Jolene Neutral Newbie August 23, 2007 Share August 23, 2007 Ya...to be fair, everybody do make mistake, as long they take feedback and prompt in retifying the problem, we shall not be too harsh, this could be an isolated case. Me too so far with good experience with NTUC Income, they are prompt in response and good in customer service. Link to post Share on other sites More sharing options...
Nolicense Turbocharged August 23, 2007 Share August 23, 2007 Makes people think about the security of the system. Think your CPF, IRAS and e-government information is safe? they are all contracted out to GLCs to look after. e.g. NCS glitches like that are due to human error, program error, and what not. nothing is fool proof. best to have fast and good response, which is what TS is so annoyed, the CS like not bothered ya? ↡ Advertisement Link to post Share on other sites More sharing options...
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