Many UK based Dexcom users headed into last weekend feeling worried and in a very puzzled state of mind.
Customers of the CGM giant are occasionally emailed with marketing, billing and other general messages. Those emails refer to the Dexcom customer by name, as did the emails sent out by Dexcom on October 11th. However, this time emails were addressed to the names of different Dexcom users to the ones intended.
The incident appeared to be widespread, with many users taking to social media to seek assurance over fears for their personal data.
In a fresh email, in the early hours of Tuesday (the 15th) morning Dexcom issued an explanation and an apology to it’s customer database. It read:
|“On the 11th of October, 2019, you may have received an email addressed to a different Dexcom patient, pertaining to that patient’s Dexcom email marketing preferences. This email was sent in error during routine development and testing of our email marketing system. The personal data disclosed in the email included the patient’s first and last name – no other personal data was disclosed in the email.|
|“Upon becoming aware of this incident, Dexcom took prompt action to investigate the incident and take appropriate action to assess and manage any impact on our patients. At this time, the root cause has been identified, contained and stopped. We are conducting a comprehensive review of this incident to ensure that appropriate controls have been adopted to prevent any recurrence of the circumstances giving rise to the incident.|
|“The privacy and protection of your personal information is a matter we take very seriously. Your trust is a top priority for Dexcom, and we deeply regret any inconvenience this has caused.|
|“If you have any questions about this incident, please reach out to the Customer Support team on 0800 031 5763.”|
With hacking and the loss of personal data fears eased, it is back to business as usual for users of the continuous glucose monitor. But, perhaps there are a few red faces in the Dexcom marketing dept.