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Bethesda Leaked Customer Information to People Claiming Their Fallout 76 Replacement Bag

Jack Gardner

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Will the woeful saga of Fallout 76 ever end? If you'll recall, earlier this week Bethesda announced that they would indeed be offering replacement bags for those who bought the Power Armor edition of Fallout 76 and were dismayed by the cheap nylon of the bags as opposed to the sturdy canvas bag that was advertised. To do that, customers were directed toward Bethesda's support site where they could fill out a form for a replacement. 


The only problem? Due to lax security on the support site, some people who filled out the form were given access to the data of other customers. 


The leak has since been fixed, but the data of over one hundred people was visible to some customers seeking their rightfully owed duffle bag. That information included emails, addresses, partial card numbers, and the types of cards used. It remains to see how or if Bethesda will make up with its customers for this particular goof. For the moment, here's a gif of their likely internal strategy.  




Since the initial reporting of this security breach, Bethesda has released two statements about its internal investigation into the matter:


We experienced an error with our customer support website that allowed some customers to view support tickets submitted by a limited number of other customers during a brief exposure window. Upon discovery, we immediately took down the website to fix the error.


We are still investigating this incident and will provide additional updates as we learn more. During the incident, it appears that the user name, name, contact information, and proof of purchase information provided by a limited number of customers on their support ticket requests may have been viewable by other customers accessing the customer support website for a limited time, but no full credit card numbers or passwords were disclosed. We plan to notify customers who may have been impacted.


Bethesda takes the privacy of our customers seriously, and we sincerely apologize for this situation.


After a brief investigation, Bethesda updated the community again with a statement you can read below:


As previously reported, on December 5, 2018, we experienced an error with our Customer Support website that resulted in the exposure of a limited number of customer support tickets. Upon discovery, we immediately took down the Customer Support website, remediated the error and restored the Customer Support website. We have cunducted further investigation and analysis of this incident and would like to provide our Bethesda community with an update. 


From our investigation, we have learned that, on December 5, 2018 there was a brief period of time during which customers accessing our Customer Support website may have been able to view the customer support tickets submitted by other customers during this same time period. Based on our current investigation, we believe this exposure window lasted approximately 45 minutes.


During this exposure window, fewer than 123 customer support tickets were submitted and may have been partially or fully viewed by others accssing the Customer Support website. Of those 123 tickets, it appears that no more than 65 customer support tickets contained personal data that may have been exposed.


Upon review of the exposed customer support tickets, we have confirmed that no user account passwords or full credit card numbers were included. The personal data exposed within the customer support tickets included:


  • name, user name and contact information (e.g. email, address and phone number), if submitted by a customer as part of a customer support ticket
  • proof of purchase information provided by a limited number of customers, related to game purchases from third party retailers


We are in the process of contacting customers who may have been impacted.


We greatly value and appreciate our Bethesda community. Again, we sincerely apologize for this situation. 


How do you feel about Fallout 76 after all these kerfuffles and a rocky launch for the title?


Don't forget to sign up for Extra Life to help sick and injured kids in hospitals around the US and Canada by playing games! 

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