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| Travelex being held to ransom by hackers | Travelex being held to ransom by hackers |
| (32 minutes later) | |
| Hackers are holding foreign exchange company Travelex to ransom after a cyber-attack forced the firm to turn off all computer systems and resort to using pen and paper across its thousands of sites. | |
| On New Year's Eve, hackers launched their attack on the Travelex network. | On New Year's Eve, hackers launched their attack on the Travelex network. |
| As a result, the company took down its websites across 30 countries to contain "the virus and protect data". | As a result, the company took down its websites across 30 countries to contain "the virus and protect data". |
| The hackers are demanding a ransom to give the firm access to its systems. | The hackers are demanding a ransom to give the firm access to its systems. |
| They have demanded payment in exchange for either restoration of IT systems or the preservation of customer data. | They have demanded payment in exchange for either restoration of IT systems or the preservation of customer data. |
| It is understood that a deadline for payment has been set by the cyber-criminals. | |
| The Metropolitan Police is leading the investigation into the attack. | The Metropolitan Police is leading the investigation into the attack. |
| In a statement, the force said: "On Thursday, 2 January, the Met's Cyber Crime Team were contacted with regards to a reported ransomware attack involving a foreign currency exchange. Enquiries into the circumstances are ongoing." | In a statement, the force said: "On Thursday, 2 January, the Met's Cyber Crime Team were contacted with regards to a reported ransomware attack involving a foreign currency exchange. Enquiries into the circumstances are ongoing." |
| Travelex says it is working with police and has deployed teams of IT specialists and external cyber-security experts who have been working continuously. | |
| 'Shockingly bad' | 'Shockingly bad' |
| The recovery operation is being co-ordinated from a Travelex office in the UK and the company insists that no customer data has been leaked. | The recovery operation is being co-ordinated from a Travelex office in the UK and the company insists that no customer data has been leaked. |
| But it would not say what data could potentially be at risk. | But it would not say what data could potentially be at risk. |
| The Travelex websites across Europe, Asia and the US have been offline since 31 December with a message to visitors that it is down due to "planned maintenance". | The Travelex websites across Europe, Asia and the US have been offline since 31 December with a message to visitors that it is down due to "planned maintenance". |
| Customers have not been sent any email communication about the cyber-attack, but queries are being replied to on social media by the company. | |
| "The public response from Travelex has been shockingly bad," said security researcher Kevin Beaumont. | "The public response from Travelex has been shockingly bad," said security researcher Kevin Beaumont. |
| "The Travelex UK website still only says 'planned maintenance', a week after the problems began - many customers will be completely unaware hackers gained access to their network, and allegedly their personal data," he said. | "The Travelex UK website still only says 'planned maintenance', a week after the problems began - many customers will be completely unaware hackers gained access to their network, and allegedly their personal data," he said. |
| "Travelex have a responsibility to clearly communicate with customers and business partners the gravity of the situation." | "Travelex have a responsibility to clearly communicate with customers and business partners the gravity of the situation." |
| Travelex's decision to take down its site has meant the large network of other firms that use its services cannot sell currency online. | Travelex's decision to take down its site has meant the large network of other firms that use its services cannot sell currency online. |
| The company has said it is keeping its partners up to date on the response to the cyber-attack. | |
| Virgin Money's site showed an error message, which said: "Our online, foreign currency purchasing service is temporarily unavailable due to planned maintenance. The system will be back online shortly." | Virgin Money's site showed an error message, which said: "Our online, foreign currency purchasing service is temporarily unavailable due to planned maintenance. The system will be back online shortly." |
| Sainsbury's Bank also said its online travel money services were unavailable, although it said customers could still buy travel money in its stores. In a statement to the BBC, the bank said: "We're in close contact with Travelex so that we can resume our online service as soon as possible." | Sainsbury's Bank also said its online travel money services were unavailable, although it said customers could still buy travel money in its stores. In a statement to the BBC, the bank said: "We're in close contact with Travelex so that we can resume our online service as soon as possible." |
| A spokesperson for First Direct, which is owned by HSBC, said: "Unfortunately, our online travel money service is currently unavailable due to a service issue with third party service provider, Travelex." | A spokesperson for First Direct, which is owned by HSBC, said: "Unfortunately, our online travel money service is currently unavailable due to a service issue with third party service provider, Travelex." |
| In a statement on Thursday, Travelex boss Tony D'Souza said: "We regret having to suspend some of our services in order to contain the virus and protect data." | In a statement on Thursday, Travelex boss Tony D'Souza said: "We regret having to suspend some of our services in order to contain the virus and protect data." |
| The company has resorted to carrying out transactions manually, providing foreign-exchange services over the counter in its branches. | The company has resorted to carrying out transactions manually, providing foreign-exchange services over the counter in its branches. |
| "We apologise to all our customers for any inconvenience caused as a result," Mr D'Souza said in the statement. | "We apologise to all our customers for any inconvenience caused as a result," Mr D'Souza said in the statement. |
| The company has since told the BBC that its systems are currently down and it is unable to sell or reload its pre-paid travel cards. But, it said: "Existing cards continue to function as normal and customers in the UK can continue to spend and withdraw money from ATMs." | The company has since told the BBC that its systems are currently down and it is unable to sell or reload its pre-paid travel cards. But, it said: "Existing cards continue to function as normal and customers in the UK can continue to spend and withdraw money from ATMs." |
| "For customers who have ordered money online, please contact Travelex customer services by phone or via social media to discuss their individual situation and requirements." | "For customers who have ordered money online, please contact Travelex customer services by phone or via social media to discuss their individual situation and requirements." |
| Have you been affected by the cyber-attack on Travelex? Share your experiences by emailing haveyoursay@bbc.co.uk. | |
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