ADT learned that a Dallas, Texas-area ADT service employee abused their system access by adding their personal email to 220 ADT customer accounts during in-person service appointments. This unauthorized access was immediately revoked when it was discovered. This unauthorized action goes against ADT protocol and policy and was not part of the access required to properly service a customer. We immediately conducted an investigation into the matter, and the employee was subsequently terminated for abuse of access and policy violation. ADT has a zero-tolerance policy for all types of improper behavior like this. We deeply regret this incident and any loss of trust experienced by these customers.

Our investigation revealed that an ADT service mode function was abused by the former service employee to add their personal email address to customer accounts during a scheduled service appointment. This action is neither necessary nor permitted, and the ability for this to happen is being removed in the next software update.

What did you/ADT do when you learned of this incident?

We immediately conducted an investigation into the matter, led by a former FBI agent, ADT’s information security teams and an independent forensics firm. We promptly terminated the employee when it was discovered they had abused their system access by adding their personal email to 220 ADT customer accounts, and we notified law enforcement with our findings. We have also notified customers whose accounts may have been affected by this employee. After a comprehensive review of all ADT customer accounts, we have determined this was isolated to the improper actions of one former employee in the Dallas, Texas, area.

What steps has ADT taken to help prevent this from happening again?

In response to this incident, ADT has: put in place strong technical measures to ensure this does not happen again; we are reinforcing our code of ethics internally with all staff and service teams; we have a dedicated team working with impacted customers to ensure they feel fully secure; and we will engage third party experts to conduct a review of our processes and protocols to help ensure the safety and security for our customers.

Have you been in contact with other potentially impacted customers?

Yes. We notified 220 customers whose accounts may have been affected by this service employee.

What have you done to make this right by those impacted?

ADT has a zero-tolerance policy for all types of improper behavior like this. We deeply regret this incident and any loss of trust experienced by these customers. Our customers’ privacy and security is our top priority. We acted swiftly when we received the initial customer complaint, launched an investigation and notified law enforcement. We then contacted the 220 customers whose accounts may have been impacted. Once these steps were completed, we moved promptly to share what we knew. In addition, we are working with each of the potentially impacted customers personally to ensure that they continue to feel safe and secure in their homes.

Have there been similar incidents to this one in other markets or with other service employees?

No. After a comprehensive review of all ADT customer accounts, we have determined this was isolated to the improper actions of one former employee in the Dallas, Texas, area.

Was my account accessed? Can you confirm if my account was one of the ones accessed?

ADT has notified those ADT customers affected by this improper and unauthorized access by the former ADT service employee. After a thorough internal investigation, we have determined that this was isolated to actions of one former service employee. We encourage all of our customers to verify that only authorized emails are included on their ADT accounts, which can be verified through the ADT app.

Have all the new account safety measures been put in place?

The new account safety measures are being implemented now. The former employee’s access was immediately revoked from all customer accounts.

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An ADT internal investigation revealed improper behavior by a Dallas, Texas-area ADT service employee. Our investigation revealed that during a service visit, one of our Dallas-area technicians had added his personal email address to this customer’s account to gain unauthorized access, and he had done the same thing during service visits with other customers in the Dallas area.

What happened?

ADT has learned that a Dallas, Texas-area ADT service employee abused his system access during service appointments by adding his personal email to 220 ADT customer accounts. This unauthorized access was immediately revoked when it was discovered. We also notified law enforcement. The unauthorized access would have allowed the former employee to operate within the impacted customers’ ADT site apps as a verified user. This violates ADT protocol and policy and was not required to properly service a customer. We deeply regret this incident and any loss of trust experienced by customers who may have been impacted.

How did it happen?

Our investigation revealed that an ADT Pulse service mode function was abused by the former service employee to add his personal email address to customer accounts during scheduled service appointments. This action is neither necessary nor permitted, and the ability for this to happen is being removed in the next software update.

Have you notified law enforcement?

Yes. We have notified law enforcement and will cooperate fully with their investigation. We are committed to seeing that individual fully prosecuted under the law.

Did this issue only affect Dallas, Texas, area customers?

At this point, we are aware of this former employee in the Dallas, Texas, area. Our investigation is ongoing, and we are continuing a thorough review of all ADT customer accounts.

FAQs About What Happened

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