Understanding the SK Telecom USIM Hacking Incident
In April 2025, SK Telecom faced a significant data breach when USIM (Universal Subscriber Identity Module) information was leaked. This incident prompted the company to halt new subscriptions starting May 5. According to SK Telecom, about 100 million USIM cards have been replaced, yet there are still 770 million pending requests. The daily capacity for USIM replacements at their stores is approximately 20,000, indicating a severe supply-demand imbalance.
Customer Dissatisfaction Mounts
Despite SK Telecom’s efforts to manage the crisis, customer dissatisfaction is rampant. Many users report delays in the USIM replacement process, with some not receiving any updates after making reservations. The company’s system, which prioritizes appointments, has failed to communicate effectively with customers, leading to frustration. Affected individuals, like one user who attempted to replace their USIM immediately after reservations opened, expressed discontent over the lack of communication regarding their request status.
Challenges with the Replacement Process
The replacement process itself has become a point of contention. Customers visiting stores often face a “first-come, first-served” system, adding to their stress. One working professional shared their experience of visiting a store during lunch only to find all number slots filled, forcing them to return empty-handed.
Comparisons with Competitors
The situation has drawn comparisons with smaller telecom operators who reportedly provide faster service. Some users of budget-friendly mobile services have received new USIMs via courier within a week, contrasting with SK Telecom’s slower pace. This has sparked criticism regarding SK Telecom’s capability to handle large-scale customer service operations effectively.
Debate Over Cancellation Fees
Amidst the chaos, some customers consider switching carriers but are deterred by cancellation fees. The National Assembly’s Legislative Research Office suggested that if the hacking was SK Telecom’s fault, customers could terminate their contracts without penalties. However, SK Telecom has yet to officially comment, leaving customers in uncertainty.
Consumer Advocacy and Legal Actions
Consumer outrage has also surged online, with over 1,000 members joining a Naver cafe dedicated to discussing legal action against SK Telecom in just one day. The group’s membership now exceeds 70,000, with more than 600 individuals expressing interest in joining a class-action lawsuit. Members criticize the lack of transparency in SK Telecom’s reservation system, which fails to provide clear guidance on waiting times and appointments.
Upcoming Legislative Hearings
The South Korean National Assembly’s Science, ICT, Broadcasting, and Communications Committee has scheduled a hearing on May 8 to address the incident. SK Group Chairman Chey Tae-won is expected to testify, indicating the gravity of the situation and the potential implications for corporate governance and accountability.
Learning from Past Incidents
A similar incident occurred in 2023 when KT experienced a data breach. KT responded promptly with apologies, compensation, and a thorough security overhaul, which helped restore customer trust. SK Telecom can learn from this example by implementing comprehensive measures to rebuild confidence among its users.
Conclusion: The Path Forward for SK Telecom
As the situation unfolds, SK Telecom must take decisive steps to address customer grievances and prevent future breaches. Transparency in communication, effective management of the USIM replacement process, and a clear stance on cancellation fees are crucial. The outcome of the legislative hearing and SK Telecom’s subsequent actions will likely influence public perception and the company’s reputation. A proactive approach could turn this crisis into an opportunity to demonstrate strong crisis management capabilities, ultimately strengthening customer loyalty in the long run.