Dear Valued Customer,

I would like to extend my sincere apologies for the unsolicited influx of your internet banking credentials to your inbox on Thursday, 19th July 2012 and the inconvenience and alarm you may have experienced during the period when our Internet Banking service was temporarily offline.

What caused the problem?
Upon a thorough review of the situation, we narrowed the cause to an internal software malfunction where previous system generated customer e-mails from a backup server were sent to you. We would like to assure you that this problem was identified within 1 hour and isolated immediately. We further assure you that there was no compromise of your credentials and passwords to anyone else and the entire incident was restricted to 275 customers out of 250,000 customers that the bank serves today.

What have we done to prevent another occurrence?
We have improved our controls to prevent a re-occurrence of this or any other similar incident. We have also ensured that backup servers are security-fortified, and are completely isolated from any notification services like emails or SMS.

Current Status
I would like to assure you that the internal software malfunction has been rectified and that our Information Security Management System has in no way been compromised and that this was not a hacking incident.

Thank you again for your patience and for bearing with us. If you have any questions or suggestions do not hesitate to contact Customer Care on 0302-214490 or by email wecare@myfidelitybank.net or any of our 41 branches. It is our pleasure to be of service.

We look forward to your continued patronage and the privilege of serving your banking and financial service needs.

Yours sincerely,
Edward Effah
Managing Director 

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