Georgia EBT Call Center Disrupted by Cyberattack

News Summary

Georgia officials have confirmed that a cyberattack on the call center for the state’s Electronic Benefit Transfer (EBT) program has disrupted access to food stamp benefits. The attack targeted Conduent’s IVR system, which helps recipients manage their benefits. As a result, the call center is temporarily closed, leaving many unable to check their card status or balances. Georgia’s Department of Human Services is implementing security measures and advising cardholders to update their PINs. Meanwhile, the Outreach Mission is providing food assistance to affected families.

Atlanta, Georgia – Georgia officials confirmed on Friday that the call center for the state’s Electronic Benefit Transfer (EBT) program has been disrupted due to a cyberattack. This incident affects access to food stamp benefits for many recipients across the state.

The cyberattack, which occurred on Monday, July 28, specifically targeted Conduent’s Interactive Voice Response (IVR) system, designed to assist users in accessing their food assistance benefits. The attack was initiated by bots attempting to improperly access user accounts, prompting an unusual surge in inbound calls to the IVR system. In response to the suspicious activity, Conduent acted quickly at the request of state officials to block access.

As a direct consequence of the attack, the Georgia Department of Human Services (DHS) announced a temporary closure of the call center. This shutdown means that EBT recipients are currently unable to check the status of their cards, review account balances, or access other essential information through phone calls.

In addressing the disruption, Conduent confirmed that it is closely monitoring the situation and has implemented interim security measures to safeguard user accounts. In light of potential security vulnerabilities, DHS is advising cardholders to change their Personal Identification Numbers (PINs) and to lock their cards when they are not in use.

While the call center is offline, families still have the ability to track their EBT benefits through the ConnectEBT app and website. The app allows users to monitor their EBT balance, view transaction activity, and change their PINs at their convenience. Notably, the app includes features to lock and unlock cards, giving users the flexibility to specify security settings either everywhere or only outside of Georgia.

For those in immediate need, the Outreach Mission, a non-profit organization based in Lawrenceville, is stepping in to offer assistance. The organization will operate from 9 a.m. to 2 p.m., providing food items including steak, chicken, hamburgers, and other produce to families affected by the call center disruption.

Georgia DHS is taking the matter seriously and is collaborating with the Georgia Technology Authority to thoroughly review existing security protocols and gather detailed information related to the cyberattack. They have also notified the U.S. Department of Agriculture’s Food and Nutrition Service regarding the incident and are committed to providing updates as the investigation unfolds.

As the risk of fraud involving Supplemental Nutrition Assistance Program (SNAP) benefits increases, DHS is diligent in ensuring the security of beneficiaries’ information. Although no personal data breach has been confirmed at this time, officials are keenly aware of the vulnerabilities that may arise from such cyber incidents.

The ongoing investigation will continue to determine the full extent of the attack, as well as any necessary steps to enhance security measures for the EBT program moving forward. Recipients are encouraged to stay informed and utilize the available resources through the ConnectEBT platform to manage their benefits effectively during this troubling period.

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