While I’ve received my credit card statement that contained all of my purchases from my Christmas shopping, it seems like eons ago I was actually shopping. But I’m glad it’s all over and those purchases are paid for.
I’m especially glad that I didn’t happen to make any purchases at any TJX Corporation related retailers such as TJ Maxx, Marshalls, or HomeGoods. And that’s just plain lucky, as these are stores I do visit periodically.
Unfortunately, for many consumers that did frequent these stores during the Christmas rush, and paid for their purchases with a Visa, Mastercard or debit card, they’re now spending their time having their banks or credit card companies re-issue them cards.
Yesterday, the Chairman of TJX Corporation issued a letter and video on the TJX Corporation website that explained that their was a “computer systems intrusion” that led many consumer's credit and/or debit cards becoming “compromised”.
Translation: some bozos got a hold of some credit card numbers through the TJX system and had a spending spree. And apparently it was widespread reaching within and outside the U.S.
Now here’s the good part. As a PR professional, I must say I do like all the information that TJX came forth with in the spirit of good communication: the letter on the website, a full page ad of the letter in the Boston Globe and Boston Herald, a video from the Chairman available on the website, and a very extensive “frequently asked questions” link also on the website. My advice in times of crisis is to always be as forthcoming as possible.
My beef? The timing. They found out about the breach in mid-December, but chose to wait a month to make an announcement.
But, alas, the FAQ page addresses this head on: “First and foremost, we were concerned that there would be an expansion of our systems breach. By not making a public announcement in December, and with the help of top security experts, we were able to contain the problem and strengthen our computer network to prevent the possibility of further intrusion and of future attacks by the intruder or others like him.”
OK, whatever. Although I’m sure some of this is very true, I can’t help but wonder how much the fact that there were still precious shopping days left until Christmas came into the decision to delay the announcement. Bad press before the holidays does not make the cash register ring. I can see delaying the announcement a few days, but a month? Too little, too late.
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