ASAN, Guam (Sept. 27, 2016) – Customers at Joint Region Marianas’ base Morale, Welfare and Recreation (MWR) and Child and Youth Program (CYP) facilities may have recently experienced duplicate debit and credit card charges due to a computer system error.
A system update began on Saturday, Sept. 24 but was stopped the next day when some customers noticed erroneous charges. All facilities are working with the appropriate banks to refund those charges in the next few days.
There is no evidence of large scale hacking or identity theft. Customers do not need to take any action to have their accounts refunded but they may reach out to the following point of contact for more information:
Warfighter & Family Readiness
349-4223
To Our Naval Base Guam Families,
We are still trying to resolve the billing duplications that are affecting our Sailors, their families and our civilian workforce. We are beginning to hear reports of reversal of the charges to credit and bank accounts, but there still remains a large number of unresolved duplications.
The Joint Region Marianas team has established a call center to take your concerns and collect information. As of right now, the center is scheduled to be open 24 hours a day until resolution. The call center can be reached at (671) 349-4223.
While it does not appear to be an incident of hacking, we are working with Commander Navy Installation Command (CNIC) to examine every possible cause.
As of now, this appears to be the result of a billing server migration malfunction, but we will continue to investigate all aspects and work to solve this critical issue.
If you or your family is in extremis, the Navy and Marine Corps Relief Society (NMCRS) is standing by to assist. Their office can be reached at (671)-564-1879. NMCRS's business hours are 0900-1300.
Once again, I personally apologize for the trouble that we have caused you and your families. My MWR and installation team are committed to fixing this and will do everything we can until it is solved.
CAPT Hans Sholley, USN
Commanding Officer, Naval Base Guam