What Happened

On or about October 19, 2023, DES experienced malicious encryption that impacted how our computer systems operated. We promptly worked to secure our systems and began investigating to confirm the nature and scope of the incident. The investigation determined that an unauthorized individual accessed our network between September 7, 2023, and October 21, 2023, and downloaded certain files. DES began providing notice to potentially impacted individuals on November 10, 2023, as the investigation was ongoing. DES continued performing a comprehensive review of the impacted data identified to determine what else was affected, to whom the information related, and contact information for additional impacted individuals. This process was recently completed.

What Information Was Involved

The types of information that may have been subject to unauthorized access includes name, address, Social Security number, driver’s license number, financial account information, passport number, medical information, health insurance information, date of birth, and payment card information. To date, we are unaware of any actual misuse of this information as a result of the event.

What We Are Doing

DES treats its responsibility to safeguard information as an utmost priority. As such, we responded promptly to this incident and worked diligently to provide an accurate and complete notice of the incident as soon as possible. As part of our ongoing commitment to the privacy and security of personal information in our care, we reviewed and updated existing policies and procedures relating to data protection and security. We also implemented additional security measures designed to mitigate risk associated with this incident and to limit the likelihood of future similar incidents. DES is providing notice of this incident to potentially impacted individuals and to regulators, where required.

What You Can Do

Although there is no evidence of any actual or attempted misuse of information, DES encourages you to remain vigilant against incidents of identity theft and fraud by reviewing account statements and explanation of benefits and by monitoring free credit reports for suspicious activity and to detect errors over the next 12 to 24 months. We are also providing Steps You Can Take to Protect Personal Information, which contains information on what individuals can do to safeguard against misuse of information, if appropriate.

For More Information

Individuals seeking more information can contact our call center at 833-931-5437 Monday through Friday from 8AM—8PM CST Please provide engagement #B120102. You may also write to DES directly at: 399 Bradford Street, Redwood City, CA 94063.

Monitor Your Accounts

Under U.S. law, a consumer is entitled to one free credit report annually from each of the three major credit reporting bureaus, Equifax, Experian, and TransUnion. To order a free credit report, visit www.annualcreditreport.com or call, toll-free, 1-877-322-8228. Consumers may also directly contact the three major credit reporting bureaus listed below to request a free copy of their credit report.

Consumers have the right to place an initial or extended “fraud alert” on a credit file at no cost. An initial fraud alert is a 1-year alert that is placed on a consumer’s credit file. Upon seeing a fraud alert display on a consumer’s credit file, a business is required to take steps to verify the consumer’s identity before extending new credit. If consumers are the victim of identity theft, they are entitled to an extended fraud alert, which is a fraud alert lasting seven years. Should consumers wish to place a fraud alert, please contact any of the three major credit reporting bureaus listed below.

As an alternative to a fraud alert, consumers have the right to place a “credit freeze” on a credit report, which will prohibit a credit bureau from releasing information in the credit report without the consumer’s express authorization. The credit freeze is designed to prevent credit, loans, and services from being approved in a consumer’s name without consent. However, consumers should be aware that using a credit freeze to take control over who gets access to the personal and financial information in their credit report may delay, interfere with, or prohibit the timely approval of any subsequent request or application they make regarding a new loan, credit, mortgage, or any other account involving the extension of credit. Pursuant to federal law, consumers cannot be charged to place or lift a credit freeze on their credit report. To request a credit freeze, individuals may need to provide some or all of the following information:

1. Full name (including middle initial as well as Jr., Sr., II, III, etc.);
2. Social Security number;
3. Date of birth;
4. Addresses for the prior two to five years;
5. Proof of current address, such as a current utility bill or telephone bill;
6. A legible photocopy of a government-issued identification card (state driver’s license or ID card, etc.); and
7. A copy of either the police report, investigative report, or complaint to a law enforcement agency concerning identity theft if they are a victim of identity theft.

Should consumers wish to place a credit freeze or fraud alert, please contact the three major credit reporting bureaus listed below:

Consumers may further educate themselves regarding identity theft, fraud alerts, credit freezes, and the steps they can take to protect personal information by contacting the consumer reporting bureaus, the Federal Trade Commission, or their state Attorney General. The Federal Trade Commission may be reached at: 600 Pennsylvania Avenue NW, Washington, D.C. 20580; www.identitytheft.gov; 1-877-ID-THEFT (1-877-438-4338); and TTY: 1-866-653-4261. The Federal Trade Commission also encourages those who discover that their information has been misused to file a complaint with them. Consumers can obtain further information on how to file such a complaint by way of the contact information listed above. Consumers have the right to file a police report if they ever experience identity theft or fraud. Please note that in order to file a report with law enforcement for identity theft, consumers will likely need to provide some proof that they have been a victim. Instances of known or suspected identity theft should also be reported to law enforcement and the relevant state Attorney General. This notice has not been delayed by law enforcement.