Cyberattack disrupts Georgia's EBT call center system
ATLANTA - The Georgia Department of Human Services (DHS) has confirmed that a cyberattack disrupted services for the state’s Electronic Benefit Transfer (EBT) call center earlier this week.
What we know:
The incident occurred on July 28, when bots targeted the Interactive Voice Response (IVR) system operated by Conduent, a third-party vendor contracted by the state. The system allows EBT recipients to check card status, review balances, and access account information. According to DHS, the attack caused a service disruption and attempted to improperly access user accounts.
In response, DHS requested that Conduent implement interim security measures while a full investigation is underway. The Georgia Technology Authority is also working with the department to review protocols and gather additional information. Officials said they have notified the U.S. Department of Agriculture’s Food and Nutrition Service and will continue to provide updates as the investigation progresses.
What they're saying:
Conduent sent the following statement to FOX 5 Atlanta:
"On Monday, July 28, Conduent’s Interactive Voice Response (IVR) – a phone system that allows individuals to call for information about their accounts – detected an unusual spike in inbound calls. Such attempts are often experienced in a call center environment and Conduent, at the State of Georgia’s request, took steps to block suspicious activity. We will continue to monitor the situation closely. Conduent values its partnership with the State of Georgia and is committed to delivering benefits to those individuals and families who need them.
"There is a new security feature for cardholders to easily lock and unlock their EBT cards between purchases by using the new ConnectEBT app. This feature allows customers to choose where their cards are locked – everywhere, including Georgia, or only outside the State of Georgia. Additionally, the app offers an automatic lock feature after a specified amount of time determined by the customer.
"Customers can download the ConnectEBT app on their Android or Apple device today from their device’s app store. Once the app is installed, customers can register a new account or log in using their ConnectEBT client website username and password."
The Georgia Department of Human Services released this statement:
"Over the weekend, Conduent’s EBT IVR call center will be unavailable as the company continues its investigation. For security reasons, we are imploring Georgians to immediately change their PINs and lock them when not in use. Since Conduent’s call center will be down, cardholders can instead use the ConnectEBT website or app to monitor their balance, deposits, transaction activity, and select or change a PIN. ConnectEBT also allows customers to choose where their cards are locked – everywhere, including Georgia, or only outside the State of Georgia. We strongly encourage cardholders to take advantage of this feature. Additionally, the app offers an automatic lock feature after a specified amount of time determined by the customer.
"Customers can download the ConnectEBT app on their Android or Apple device today from their device’s app store. Once the app is installed, customers can register a new account or log in using their ConnectEBT client website username and password. A "Locked Outside of State" card status allows transactions at online retailers. A "Locked Everywhere" card status denies all in-state, out-of-state, and online transactions.
"We ask Georgia EBT cardholders to be vigilant about security to protect their personal information and benefits."
What we don't know:
No confirmation has been given yet on whether any personal data was compromised. DHS said it is committed to maintaining the security of beneficiary information and restoring full service as soon as possible.