Sunday, March 22, 2009

Symantec Indian Call Center Employee Selling Credit Card Details (Shocking)!

A story of an undercover investigation by the BBC shows how dishonest employees at call centers — who collect plastic payment card details on clients — might be making a little extra pocket change by selling them.

The focus of the BBC story is centered on an Indian call center employee for Symantec Security Corporation stealing payment card information. It is also centered on UK customers, which is understandable given it is the BBC, but the reality is that information is stolen then sold from countries all over the world.

Payment card details are handled by telephone at call centers in a lot of places and the calls come from all over, too. A lot of companies have different tiers (levels of personnel) handling calls, depending on the difficulty or nature of the call. At a lot of major companies, these tiers are located in different centers, which are in different countries. Any call might start in one country and, given the nature of the call, it could be transferred to another center located in another country. Given this, payment card information can be sent and then illicitly recorded over a fairly wide geographical area.

Besides that, dishonest employees are caught on a regular basis in a lot of different places. They don't all necessarily reside in India and call centers there are not the only place payment card information can be compromised. In fact, payment card information can be compromised anywhere (not just call centers) where they are used at a point of sale.

Information crooks are recruited and some think even planted anywhere financial information can be stolen. Even if they are not, payment card details are being bartered in forums on the Internet. It probably wouldn't be very hard to find a place to sell credit/debit card information when all it takes to do it is a click of a mouse.

The BBC story, which aired on video, chronicles an investigative effort by their reporters on the streets of Delhi. In the segment, it shows reporters making contact with the underground broker, who offers them payment card details from "all over the world" for $10-$12, each. It then shows a buy being made and money changing hands.

When the information was checked, it revealed that only one in seven card numbers were actually usable. They were able to trace some of the good numbers to a call center handling Symantec (Norton) products. The story stated that there has only been one successful prosecution in India for this type of crime and that it netted a non-custodial sentence. It also stated that the laws regarding the protection of data are not as stringent as they are in some places. The story mentions that Symantec's official comment was that it was an isolated incident and that the employee was removed.

Since one to seven card details turned out to be real, I guess we can assume the underground broker wasn't being completely honest. I've also seen reports of credit card details being sold for a lot less and you don't have to travel to India to find them.

In November, Symantec — the point of compromise in the story — issued a report on the underground economy, which focused on this very subject. "Credit cards are also typically sold in bulk, with lot sizes from as few as 50 credit cards to as many as 2,000. Common bulk amounts and rates observed by Symantec during this reporting period were 50 credit cards for $40 ($0.80 each), 200 credit cards for $150 ($0.75 each), and 2,000 credit cards for $200 ($0.10 each)," according to the report.

If this report is anywhere near accurate and the BBC was buying card details at $10-$12 each — if only one to seven was good in the Delhi exchange — the BBC was getting ripped off!

According to the 68-page report by Symantec, these details can be bought anywhere that has an Internet connection. Counterfeit instruments (ready to use) are often sent through the mail, too. The information is sold via IRC (Internet relay chat) channels in forums designed to market stolen financial information. Although credit/debit card details seem to dominate the scene, a lot of other information is sold that can be used to commit financial crimes and identity theft in these forums, too.

If you don't want to believe the Symantec report, the FBI took down one of these forums not very long ago. This forum known as Dark Market was responsible for about $70 million in fraud, worldwide. My best guess is that the information in the report is pretty accurate.

Although dishonest insiders are the cause of a portion of it, we should remember that hackers breaking into business systems, phishing, malicious software and even the trash can be sources of stolen information. The places targeted for information can be merchants, restaurants, goverment organizations, charity organizations, universities, medical facilities or anywhere payment card information is used at a point of sale.

Keeping up with all the points of compromise is difficult, but one place that attempts to is the DataLossDB site. Please note that the unknown data breaches are the most lucrative for the criminals behind this activity. Once a breach is discovered, measures are enacted to disable the stolen data.

It can be extremely difficult, if not impossible, to identify the point of compromise in most individual cases. The reason for this is there are too many different places where information might have been stolen from.

Maybe that's the problem, or we are storing and transmitting too much information all over the place? Since everyone is making money by transmitting information, I doubt this practice is going to stop anytime soon. So far as outsourcing, I doubt this is going to stop in the near term, either. Companies save a lot of payroll by outsourcing jobs. Payroll is a big expense for corporations and cutting payroll seems to be in vogue these days.

Nothing is going to change until laws are passed that force everyone making money from this information start doing the right things. This includes laws that prohibit people from being irresponsible (my opinion) to laws that punch the criminals stealing the information where it hurts.

Until then, the rest of us will have to batten down the hatches and weather the storm. I highly recommend making sure your information is protected as well as it can be (there are no guarantees) by protecting your own electronic transmissions. Monitoring financial activity — from your financial statements to information on your credit report and the Internet — is a good idea, too. Of course, while doing this, you need to ensure your electronic transmissions are protected by a reliable vendor and that you aren't paying for protection that you could get for free. Sadly enough, everyone claiming they can protect you isn't necessarily being completely honest, either.


Philippine Call Center said...

Oh my this really ridiculous! How can they do this when in fact these information are very very confidential in nature? that call center company should be reprimanded as well as the agent for violating the call center codes and conduct.

Term papers said...

Wonderful article, very well explained.

call center said...

Strange!!This is unbelievable. Banking operation has become so risky now a days.

credit report score said...

that is very misconduct of call canter agent, we should be very careful when hiring an agent. thanks for sharing this post.

Unknown said...

It’s very sad news. Fraud people are hacking money form common people. Call center is a very good industry is future prospect is very good. But is this type of fraud people activity increases, this industry won’t be trusted any more. Authority should take mediate measure to prevent this type of activity.
Robert Kaiser

Timothy Nutt said...

I heard a lot of that kind of things i am really really pissed why they are doing those kind of things,telemarketing helps a lot of people and they are also helping people who need their service very shocking moment.

Doris Dimaggio said...

Call center service is very important in our modern life. We cannot avoid this if we want to save time. I am also call center agent. It is really very sad when some bank do such thing.

call center