Hy-Vee Reports Findings from Investigation of Payment Card Data Incident


October 3rd, 2019 |Announcements

Hy-Vee is providing additional information about the payment card incident that we first reported on August 14, 2019. This following information further explains the incident, the measures we have taken, and some steps you can take in response.

After detecting unauthorized activity on some of our payment processing systems on July 29, 2019, we immediately began an investigation and leading cybersecurity firms were engaged to assist. We also notified federal law enforcement and the payment card networks.

The investigation identified the operation of malware designed to access payment card data from cards used on point-of-sale (“POS”) devices at certain Hy-Vee fuel pumps, drive-thru coffee shops, and restaurants (which include our Hy-Vee Market Grilles, Hy-Vee Market Grille Expresses and the Wahlburgers locations that Hy-Vee owns and operates, as well as the cafeteria at Hy-Vee’s West Des Moines corporate office). The malware searched for track data (which sometimes has the cardholder name in addition to card number, expiration date, and internal verification code) read from a payment card as it was being routed through the POS device. However, for some locations, the malware was not present on all POS devices at the location, and it appears that the malware did not copy data from all of the payment cards used during the period that it was present on a given POS device. There is no indication that other customer information was accessed.

The specific timeframes when data from cards used at these locations involved may have been accessed vary by location over the general timeframe beginning December 14, 2018, to July 29, 2019 for fuel pumps and beginning January 15, 2019, to July 29, 2019, for restaurants and drive-thru coffee shops. There are six locations where access to card data may have started as early as November 9, 2018, and one location where access to card data may have continued through August 2, 2019. A list of the locations involved and specific timeframes are available below. For those customers Hy-Vee can identify as having used their card at a location involved during that location's specific timeframe and for whom Hy-Vee has a mailing address or email address, Hy-Vee will be mailing them a letter or sending them an email.

Payment card transactions were not involved at our front-end checkout lanes; inside convenience stores; pharmacies; customer service counters; wine & spirits locations; floral departments; clinics; and all other food service areas which utilize point-to-point encryption technology, as well as transactions processed through Aisles Online.

During the investigation, we removed the malware and implemented enhanced security measures, and we continue to work with cybersecurity experts to evaluate additional ways to enhance the security of payment card data. In addition, we continue to support law enforcement’s investigation and are working with the payment card networks so that the banks that issue payment cards can be made aware and initiate heightened monitoring.

It is always advisable to review your payment card statements for any unauthorized activity. You should immediately report any unauthorized charges to your card issuer because payment card rules generally provide that cardholders are not responsible for unauthorized charges reported in a timely manner. The phone number to call is usually on the back of your payment card. Please click here for information on additional steps you may take.

If you have additional questions, you can call 833-967-1091 Monday through Friday between the hours of 8:00 a.m. and 8:00 p.m. CT. (This line will also be available on Saturday, Oct. 5, between the hours of 8:00 a.m. and 8:00 p.m. CT.)

Location Look Up Tool

Use this locator tool to see what specific Hy-Vee fuel pumps, drive-thru coffee shops, and restaurants were identified during our investigation as well as the specific timeframes. Specific timeframes vary per location and not all locations were involved. Please note that payment card transactions inside our convenience stores/gas stations were not involved in this incident.

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Locations and timeframes related to the incident

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California Residents Click Here

Click here to access Hy-Vee’s initial August 14th, 2019, notification to customers.