Last Monday, Shelan Faith of Saskatoon received a letter from a stranger. Moments later she burst into tears.
The author had never met Faith but had a surprising amount of information about her and her home — what she looked like, people who had rung her doorbell and what the inside of her child’s bedroom looked like.
The letter, though well-intentioned, was “terrifying,” she said.
“I don’t think I stopped shaking for days… just to know that somebody could see into my home or access my home.”
The information had been gleaned from her home security system and its cameras by another client of the same company, Vivint Home Security, on the other side of Saskatoon.
Faith said the author had not written to frighten her, but to alert her to the privacy breach.
“We could have easily been broken into or harmed if this had been in the wrong hands,” Faith said.
To prove the letter was not a hoax, the writer included specific details about events at her home, such as when her garage door was opened, and screenshots of notifications she had received about Faith’s system. The details matched.
An excerpt of the letter Faith received from another Vivint Home Security customer, who was accidentally given access to her system. (Submitted by Shelan Faith)
The author told her she had tried but failed to get Vivint to resolve the problem at their end.
“It was one of those ‘Could you please hold? I have to get a supervisor’ calls,” the letter says.