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TIO Networks’ Data Compromise Potentially Affects PSE&G Customers

PSE&G has learned that its customers may be affected by a potential data breach involving the systems of TIO Networks, a subsidiary of PayPal Holdings.

PayPal notified PSE&G that there was unauthorized access to TIO Networks’ system that stores customer information.

TIO Networks processed payments made at automated kiosks in PSE&G’s walk-in customer service centers between 2012 and 2017. TIO Networks also facilitated payments PSE&G customers made at third-party payment centers, such as local convenience stores, that accept utility bill payments. TIO Networks has notified PSE&G that customer information for PSE&G’s approximately 2.5 million customers may have been exposed as a result of the suspected breach. The customer information that may have been compromised includes utility account numbers and addresses. Customers paying by check via kiosk at one of PSE&G’s Customer Service Centers also may have had their personal checking account number and routing number exposed.

“PSE&G takes the confidentiality of our customers’ information very seriously and we regret any inconvenience that this may have caused our customers,” said Greg Dunlap, vice president of customer operations. “We continue to work with PayPal and TIO Networks as they continue to investigate and to gain additional information about how our customers may be affected.”

Customers who believe they may be impacted or have questions should visit http://www.tio.com/ or call 1-800-436-7734 for more information.

 

Frequently Asked Questions (FAQs)

Who is TIO?
TIO Networks, USA (TIO) provides technology that helps customers pay bills through self-service kiosks, at retail locations, and through mobile and web applications.  PayPal Holdings Inc. (PayPal) acquired TIO in July 2017.

How does TIO relate to PSE&G customers?
TIO processed payments customers made at automated kiosks in PSE&G’s walk-in customer service centers between 2012 and 2017.  TIO also facilitated payments PSE&G customers made at third-party payment centers, such as local convenience stores, that accept utility bill payments.

What happened?
PayPal notified PSE&G that there was unauthorized access to TIO’s system that stores customer information, including PSE&G’s customers’ information.

What type of information was exposed?
PayPal notified PSE&G that customer information for PSE&G’s approximately 2.5 million customers may have been exposed as a result of the suspected breach.  The customer information that may have been compromised includes utility account numbers and addresses.  Customers paying by check via kiosk at one of PSE&G’s Customer Service Centers also may have had their personal checking account number and routing number exposed.

Why are we alerting you that your PSE&G account number and address have been exposed?
We are always concerned about scams.  If you are contacted by someone who threatens to shut off service if they do not receive immediate payment from you, or demands that you take some other action related to your PSE&G account, please verify that this is an authentic request by hanging up and contacting us at 1-800-436-7734 before taking the requested action.  Note that before terminating service, PSE&G alerts customers in a number of ways, such as messages on their bill, letters and phone calls.  While PSE&G accepts several forms of payment, we would never demand a specific type of payment method (such as with a prepaid credit card), or threaten immediate service termination.

You can further protect yourself against potential scams by visiting www.pseg.com/scamalert.

What actions can PSE&G customers take to safeguard their information in light of this incident?
Customers who from 2012 to 2017 paid their PSE&G bill by check on one or more occasions at PSE&G’s Customer Service Center kiosks are encouraged to review and act upon the information provided to them in the letter PSE&G sent them.  If you paid your utility bill in this manner, but did not receive a letter from PSE&G, please contact us at 1-800-436-7734.

Customers who have paid a PSE&G bill at one of the TIO supported third-party providers listed below are encouraged to monitor their financial statements for any indication of fraud or misuse of financial information.   Customers who have questions regarding information on their PSE&G bill can contact PSE&G at 1-800-436-7734. 

How many TIO-supported third party locations in NJ accepted PSE&G authorized payments?  Under what brand names were these payment services provided?
Approximately 1,500 third-party payment locations where available across New Jersey under the brand names of MoneyGram, Softgate, DolEx, and Global Express.  These locations stopped accepting PSE&G authorized payments effective 11/10/17.

I pay my PSE&G bill via Western Union.  Is Western Union Impacted?
Western Union continues to operate PSE&G authorized payment locations throughout New Jersey. 

Do PSE&G Customer Service Centers continue to process customer payments?
Yes.  Although the payment kiosks have been permanently removed from service, PSE&G customer service personnel are available at 16 walk-in locations across NJ to process payments via cash and personal check.  Please visit PSEG.com and click on the “Customer Service” tab to find a full array of payment options, including the locations of our walk-in customer service centers.   

Where else can I go for information?
Customers may visit www.tio.com or call 1-800-436-7734 for more information.  

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