Aside from technical glitches, policy changes, and failure to respond in a satisfactory manner to customer service problems that have occurred since last October 2005, the ultimate failure boils down to the following:
1) LL allowed a MASSIVE breach of customer data that affects its entire customer base.
2) LL failed to alert users IMMEDIATELY of the breach, opting instead to wait two days while they investigated the cause.
3) LL has failed to explain WHAT third-party software was utilized which contained the zero-day exploit which allowed the attack, and has failed to explain why that software was used.
4) LL has played CYA with customers, encouraging them to decide for themselves if credit card information should be changed. With only a glossy explanation that seems to imply the data was securely encrypted and an admonishment that no encryption is *completely* secure. LL has failed to explain HOW secure is their encryption, how much processing power could be expected to be required to decrypt one record, nor how much time that would take, and LL has failed to estimate how much time and computing power would be required to decrypt ALL the stolen information.
5) LL has further made no effort beyond email to alert customers of compromised data, which leaves MANY customers with no idea they may be at risk.
6) LL has locked out accounts until passwords are reset, but done so over a weekend, while providing no extended hours of phone support so that people who are unable to unlock their accounts are unable in any way to receive help or to close their accounts until the next business day begins, almost 60 hours after being notified by email of the problem.
7) LL has failed to specify, exactly, what encrypted payment information was stolen.
LL has failed to identify whether former customers' information was retained in the compromised database, and if so, what recourse they have, nor whether they have been / will be notified.9) LL has failed to identify whether customer billing data is retained after an account is cancelled and in what form.
10) Last, and possibly least, LL has failed to offer any sort of account credit / prorate or recompense for residents who are unable to access their accounts due to this debacle.
11) One more thing I have to add in this edit, LL waited until 11PM Friday night to notify the residents, resulting in additional delays to residents' ability to withdraw funds. It was astonishing to see that the fee for LL refunding by check is $10, and that accounts paid with a credit card cannot be refunded to that credit card.
Goodbye to you all, and good luck to those who remain.