Customer Questions & Answers

Are you compensating customers whose card information may have been compromised?

dedicated call center to provide customers information on what they can do to protect themselves. We have also provided information to the news media.

Customers who made purchases at our stores using credit and debit card numbers, and who suspect that their accounts may have been compromised, should immediately notify their card issuer or bank.

But I know I have been a victim. What will you do for me?

We sincerely regret any concern or inconvenience this has caused. However, customers who made purchases at our stores using credit and debit cards, and who suspect that their accounts may have been compromised, should contact their card issuer or bank.

How do I know if my card information is affected?

We recommend that customers who have shopped at our stores over the last three months using a debit or credit card carefully review their statements and contact their bank or card issuer if they believe there are fraudulent charges on their account.

What should I do to protect my credit, debit or checking accounts?

We urge you to carefully review your account statements and immediately notify your credit card company or bank if you suspect your card or information was used fraudulently.

(Refer to customer reference guide for additional information on steps customers may take.)

What are you going to do to help ensure that my credit or debit card number is not used fraudulently?

We are working closely with card issuers to determine the potential impact to consumers and to ensure those customers who may be affected by the theft are protected.

Should I cancel my credit or debit card?

You should carefully review your account statements and immediately notify your credit or debit card company or bank if you suspect fraudulent use. We suggest you discuss questions regarding your card account with your bank or card issuer.

Was my debit PIN number affected?

We are not aware of any Pin debit fraud that has been linked to this breach.

Should I sign up for credit monitoring?

We suggest you discuss questions regarding your card account with your bank or card issuer.

Why aren't you offering free credit monitoring?

Credit monitoring only protects you from identity theft. The investigation has determined there is no indication any personal information, such as names or addresses, was accessed. Hannaford and Sweetbay do not collect, know or keep any personally identifiable customer information from transactions.

How much of my personal information was potentially accessed by an unauthorized party?

The only information that was illegally obtained was credit and debit card numbers and expiration dates. The investigation has determined there is no indication any personal information, such as names or addresses, was accessed. Hannaford and Sweetbay do not collect, know or keep any personally identifiable customer information from transactions.

Am I at risk for ID theft?

Personal information, such as names or addresses, is needed to commit ID theft. The investigation has determined there is no indication any personal information, such as names or addresses, was accessed. Hannaford and Sweetbay do not collect, know or keep any personally identifiable customer information from transactions.

I use personal checks – could that information have been accessed by the criminal?

Checks are processed differently and therefore not at risk.

Is my checking account information safe?

If you use a debit card, your information may have been accessed. We urge you to contact your bank directly with specific questions about your account.

I think I should cancel all my credit cards. Will you pay to have them replaced?

We suggest you discuss questions concerning your card accounts with your bank or card issuer.

I provided you with information on a Company Web site - could my personal information be at risk?

The investigation has determined there is no indication any personal information, such as names or addresses, was accessed.

My credit/debit card was recently cancelled by my bank – is this incident the reason?

Customers should contact their card issuers or bank directly if they have questions about their credit/debit cards.

Should I put a fraud alert on my credit file?

Customers should contact their card issuers or bank directly if they have questions about their credit/debit cards.

Should I contact the Social Security Administration and change my Social Security number?

We do not request or process Social Security numbers of our customers.

For associates: Based on our investigation, we have no reason to believe the portion of our computer system that houses our associates’ personal information, including Social Security numbers, has been accessed.

Should I close my credit/debit card or other accounts?

Customers should carefully review their account statements and immediately notify their card company or bank if they suspect unauthorized use. We suggest you discuss questions concerning your account with your card issuer or bank.

How often should I order new credit reports and how long should I go on ordering them?

Customers should contact their card issuers or bank directly if they have questions about their credit/debit cards.

How/where can I get legal advice?

Customers with questions on legal issues may want to consult an attorney. Hannaford and Sweetbay cannot provide counsel or advice on legal questions.

I shop at your pharmacy. Is my personal health information at risk?

The investigation has determined there is no indication any personal information was accessed.

Will anyone from your company be contacting me about this issue?

Criminals take advantage of situations like this to try to obtain personal information like credit and debit card numbers, PINS and social security and driver's license numbers. We will not send emails asking for personal information or call you to confirm your personal information. If you receive an email that appears to be from Hannaford, Sweetbay or one of our stores, or a telephone call from someone claiming to be a representative of Hannaford, Sweetbay or one of our stores, do not provide any personal information (including credit or debit card number, social security number, or driver's license). If you suspect you have received such a"hoax" email or call, please report it to us, using our toll-free number.

Could my EBT account be impacted?

The investigation has determined there is no indication this information was accessed.

How can I find out additional information?

For more information, call Sweetbay or Hannaford’s dedicated customer assistance line at 866-591-4580.