USIM Hacking Incident: A Brief Overview
On April 30, 2025, SK Telecom acknowledged a significant breach in its USIM information, prompting the company to suspend new registrations from May 5th. In a detailed briefing, SK Telecom revealed that approximately 1 million USIM cards had been replaced, but an additional 7.7 million customers remained on the waiting list. The capacity of their nationwide branches to handle USIM replacements was capped at 200,000 per day, highlighting a stark disparity between demand and supply.
Customer Frustrations and Service Delays
Despite SK Telecom’s efforts to manage the surge in replacement requests through a reservation system, many customers reported a lack of communication post-reservation. This inefficiency, coupled with the first-come-first-served policy at physical stores, has added to customer dissatisfaction. Many users have expressed frustration over the time-consuming process, with some even comparing SK Telecom’s service unfavorably to smaller carriers, which reportedly offer faster replacement through mail delivery.
Debate Over Penalty Waivers for Contract Termination
In light of the hacking incident, some customers are contemplating switching carriers but are deterred by potential penalty fees due to existing contracts. The National Assembly’s Legislative Research Service suggested that if SK Telecom is found liable for the breach, customers may be entitled to terminate their contracts without penalties. However, SK Telecom has yet to make an official announcement, leaving customers in a state of uncertainty.
Public Reaction and Legal Actions
The fallout from the incident has led to a surge in customer grievances online. A dedicated Naver café for collective legal action against SK Telecom saw over 1,000 new members join within a day, with total membership exceeding 70,000. More than 600 members have expressed interest in pursuing legal action. Criticism has been aimed at SK Telecom’s opaque reservation system, which lacks transparency and further frustrates customers.
Legislative Oversight and Hearings
The Science, ICT, Broadcasting, and Communications Committee of the National Assembly has scheduled a hearing on May 8th to probe the incident. SK Group Chairman Chey Tae-won has been summoned as a witness, signaling the committee’s intent to address not only the technical aspects but also corporate governance and accountability. Key issues on the agenda include the hacking’s specifics, SK Telecom’s response, and the company’s liability for customer damages.
Comparative Analysis with Past Incidents
The incident draws parallels to KT’s customer data breach in 2023, where KT swiftly issued public apologies and compensated affected customers with gifts and discounts, subsequently implementing comprehensive security audits. SK Telecom, facing a similar crisis, must take decisive action to restore customer trust. Beyond USIM replacements, the company must provide a clear account of the breach, outline preventative measures, and offer tangible compensation options such as penalty waivers.
Implications for the Telecom Industry
The outcome of this incident could set a precedent for how telecommunications companies handle data breaches and customer compensation. Should SK Telecom fail to address customer grievances adequately, it risks exacerbating the situation with potential class-action lawsuits and customer attrition. Conversely, proactive measures, including penalty waivers and robust security reforms, could transform this crisis into an opportunity to enhance SK Telecom’s reputation as a responsible industry leader.
Looking Ahead: A Call for Consumer Protection Reforms
As we continue to monitor the developments of this case, it is crucial to advocate for stronger consumer protection regulations and improved corporate accountability. This incident serves as a reminder of the vital role of transparent communication and prompt action in maintaining consumer trust in the rapidly evolving digital landscape.