M&S forces customer password resets after data breach

[Pelican Press 0]

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M&S forces customer password resets after data breach

Marks and Spencer (M&S) has confirmed that customer data was stolen during the Easter DragonForce ransomware attack on its server infrastructure and will be prompting all online customers to reset their account passwords as a precautionary move.

The attack unfolded three weeks ago and is thought to have been the work of a white-label affiliate of DragonForce – possibly the notorious Scattered Spider operation, which uses social engineering tactics to conduct its intrusions.

The stolen tranche of data is understood to include contact details email addresses, postal addresses and phone numbers; personal information including names and dates of birth; and data on customer interactions with the chain, including online order histories, household information, and ‘masked’ payment card details.

M&S added that customer reference numbers, but not payment information, belonging to holders of M&S credit cards or Sparks Pay cards – including former cardholders – may also have been taken.

“We have written to customers today to let them know that unfortunately, some personal customer information has been taken,” said M&S chief exec Stuart Machin.

“Importantly there is no evidence that the information has been shared and it does not include useable card or payment details, or account passwords, so there is no need for customers to take any action.”

Machin added: “To give customers peace of mind, they will be prompted to reset their password the next time they visit or log on to their M&S account and we have shared information on  how to stay safe online.

“Everyone at M&S is working around the clock to get things back to normal for our customers as quickly as possible, and we are very sorry for any inconvenience they have experienced. Our stores remain open as they have throughout.”

The letter to customers from customer service operations director Jayne Wall –

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– also includes additional standard guidance on how to stay safe online.

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chief technology officer, Marijus Briedis, described M&S’ assertion that the attackers have not yet leaked or shared the stolen data was “overly optimistic” under the circumstances and warned that even if passwords or credit card details were not exposed, the data that was taken was still very useful to cyber criminals.

“This type of data can be used in phishing campaigns or combined with other leaked information to commit identity theft,” explained Briedis.

“Consumers often underestimate how damaging ‘harmless’ data like order history or email addresses can be in the wrong hands. These M&S hackers could use this data to build highly personalised phishing emails, designed to look identical to what the retailer would send, and these are much harder to spot.

“This breach highlights how companies must not only secure financial data, but also treat seemingly less sensitive information – like customer profiles and purchase records – as  critical assets that require protection.”

Max Vetter, vice president of cyber at

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and a former money laundering investigator with London’s Metropolitan Police, also had harsh words for M&S.

“M&S saying that customers could change their passwords “for extra peace of mind” does little to reassure those worried about who has access to their personal information,” he said. “As the fallout from this attack continues, customers want clear assurances about their personal data and what M&S is doing to keep it safe from being published online.

“M&S want to appear in control and telling people to be more vigilant, however, telling customers there’s no need to act risks does potentially the wrong message. We recommend all customers reset their password.

Zetter reaffirmed the stolen data would be prime material for downstream social engineering and phishing attacks, especially if it is indeed in the hands of Scattered Spider who, he said, “often play a long game”.

Co-op struggles with supplies

Meanwhile, disruption from the parallel DragonForce attack on Co-op continues, with the BBC today reporting that stores in the Channel Islands are experiencing particularly acute shortages and are now

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to maintain some supplies.

In other remote parts of the ***, including the Hebrides in Scotland, residents are similarly contending with disruption to deliveries. On many islands,

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, where Co-op stores is the only large food retailer operating, these shortages are now extending to supplier of fresh fruit and vegetables.

Co-op has also confirmed that data has been stolen, including names, dates of birth and contact information, but not passwords, financial details, or any information on members’ shopping habits or other interactions with the organisation.

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