Shinhan Bank Apologizes for Customer Data Leak: "Grave Responsibility, Full Compensation for Damages" (Update)

Annual Income, Loan Limits, and Other Data of 25,000 Customers Leaked

Emergency Response System Activated Immediately After Detection

President Sung Hyuk Jung: "We Apologize for the Concern... Will Do Our Utmost to Restore Trust"

Shinhan Bank issued an apology on October 1 for a large-scale hacking incident that resulted in the data of 25,000 customers being leaked, and announced that it would provide full compensation for any damages incurred.

Sung Hyuk Jung, President of Shinhan Bank, stated in an apology posted on the bank’s website that day, “I deeply apologize for any concern caused to our customers and the public due to the leakage of personal information.”

Shinhan Bank exterior view.

Shinhan Bank confirmed the day before that a hacking incident had occurred, leading to the leakage of customer data related to loans. President Jung explained, “It was confirmed that unauthorized external parties extracted customer information from certain services using abnormal methods.”

Shinhan Bank currently estimates that the information of approximately 25,000 customers has been compromised. The leaked data includes personal credit information related to loan applications, such as customer names, phone numbers, annual income, calculated loan limits, as well as resident registration numbers (66 cases), and CI (connecting information, 97 cases) of some customers.

Upon discovering the data breach, Shinhan Bank immediately formed an emergency response team and activated a company-wide emergency response system. The bank then completed necessary urgent measures, including blocking external IP addresses, suspending relevant services, and applying new security policies. The bank is continuing to investigate to determine the exact cause of the incident and the full extent of the damage.

Additionally, Shinhan Bank has set up a dedicated verification menu on its official website so customers can directly check whether their information has been leaked. The same verification feature will be made available via the Shinhan Super SOL application within the day. A dedicated call center for inquiries has also been established.

The bank has decided to provide full compensation to any customers who suffer damages as a result of the data breach. Shinhan Bank also announced that it would focus all available resources on the necessary protective and follow-up measures to minimize customer harm.

Alongside these measures, Shinhan Bank will conduct a complete review of its personal credit data protection systems and introduce effective countermeasures to prevent similar incidents from recurring. The bank also plans to improve work processes, strengthen security policies, and enhance training for employees to comprehensively raise the level of customer data protection.

President Jung stated, “As a financial institution that must prioritize the protection of customers’ valuable assets and information, we take the seriousness of this data leak very seriously and feel a strong sense of responsibility. We will devote all our resources to damage recovery and prevention of recurrence in order to alleviate customer concerns.” He further emphasized, “We will do our utmost to restore customer safety and trust.”

Below is the full customer message regarding the data breach incident.

Dear customers of Shinhan Bank,

We sincerely apologize to our customers and the public for causing concern due to the leakage of some customers’ personal (credit) information.

Shinhan Bank has recently confirmed that unauthorized external parties have extracted customer information from some of our services using abnormal methods.

The leaked information in this incident pertains to personal (credit) data related to loan applications, such as customer name, phone number, CI (connecting information), annual income, and loan calculation limits. So far, it is confirmed that the information of approximately 25,000 customers has been compromised.

Immediately upon recognizing the leakage of personal (credit) information, our company initiated a company-wide emergency response system and completed all necessary urgent actions, including blocking external IP addresses, suspending the affected services, and implementing new security policies.

We are also preparing effective countermeasures to fundamentally prevent the possibility of similar incidents in the future.

If any damages arise due to this personal (credit) data leak, we promise to fully compensate affected customers.

If you have suffered from the leak or have any other inquiries, please contact the Shinhan Bank dedicated call center at ☎1544-2946, and we will provide a detailed guide.

As a financial institution that must prioritize the protection of customers’ valuable assets and information, all Shinhan Bank executives and employees are taking this data leak very seriously, and we are committed to doing our utmost to restore customer safety and trust.

We will re-examine our entire personal credit data protection system from the ground up, strengthen work process improvements and employee training, and further enhance our efforts to protect customer data.

We will mobilize all possible resources for recovery and prevention so that customers' concerns are alleviated and everyone can use Shinhan Bank with peace of mind.

I would like to once again offer my sincere apologies to all customers for any worry or inconvenience caused by this incident, on behalf of all Shinhan Bank executives and employees.

Sung Hyuk Jung, President of Shinhan Bank

This content was produced with the assistance of AI translation services.