Salesforce Wiretapped RiteAid.com Web Chat Feature Without Consent, Class Action Claims
Yockey v. Salesforce, Inc.
Filed: December 21, 2022 ◆§ 4:22-cv-09067-JST
A class action accuses Salesforce, Inc., a provider of customer relations management software, of wiretapping the online chat interactions of visitors to RiteAid.com without consent.
California
A proposed class action accuses Salesforce, Inc., a provider of customer relations management software, of wiretapping the online chat interactions of visitors to RiteAid.com without consent.
According to the 10-page lawsuit, the chat feature on Rite Aid’s website—a Salesforce application embedded in RiteAid.com—records and transmits all communications between visitors and customer service agents to Salesforce’s servers in real time and without user consent.
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Through the alleged wiretaps, Salesforce, one of the largest companies in the world, has intercepted chat users’ personal and private health information, the suit claims, as well as their geographic locations, the date and time of the communications, the duration of the chat, their IP addresses, and the operating systems and browsers used.
Per the complaint, Salesforce’s chat application can be “plugged into” any website and is operated from the defendant’s servers. The filing explains that all chat communications between website visitors and the third party’s customer service agents are “first routed through a Salesforce server” and can be observed, collected, and transcribed in real time without consumers’ knowledge or consent.
Salesforce’s alleged wiretapping “begins the moment a user accesses or interacts with the Chat feature on Rite Aid’s website, prior to a user consenting to any sort of privacy policy or the wiretaps generally,” the filing contends. “Nor are users told, prior to being wiretapped, that their electronic communications are being simultaneously directed to Salesforce, as opposed to just the Rite Aid customer service agent.”
In September 2022, the plaintiff, a Pennsylvania resident, used the chat feature on RiteAid.com to talk to a customer service agent about his personal prescription history and Rite Aid member rewards, the suit says. Through the chat function, the case alleges, Salesforce was allowed to intercept the man’s personal communications and private information as they were sent and without his knowledge.
The lawsuit looks to represent anyone residing in Pennsylvania who used Salesforce’s chat feature on any website while in Pennsylvania and whose online interactions were recorded by the defendant without consent.
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