Lost Customer Money IDR 128 Million, Bank Mandiri Refuses to Change Funds

JAKARTA - The management of PT Bank Mandiri Tbk confirms that it will not reimburse its customer Asrizal Askha for IDR 128 million. The funds are known to be lost when they want to withdraw their balance at an independent cash machine (ATM) on February 6, 2021.

Corporate Secretary of Bank Mandiri Rudi As Atturidha said that the company has conducted an internal investigation for 11 working days related to the loss of funds belonging to Asrizal. After the investigation is completed it can not make reimbursement due to atm pin leakage.

"Based on the internal investigation, the disputed transaction is a valid transaction with the appropriate Mandiri Debit Card and PIN so that Bank Mandiri is not responsible and cannot provide reimbursement for the lost funds", he said when contacted, Sunday, May 23.

Based on the recording of customer complaints to call center 14000, Rudi estimates that customers have been victims of crime with debit card redemption mode and PIN mastery because the debit card held by the customer is different from the debit card registered with Bank Mandiri. While the card used to transact is no longer in the customer's possession.

"We have also communicated and followed up on the issue to customers and other relevant parties," he said.

Reflecting on Asrizal's case, Rudi appealed to all Bank Mandiri customers to maintain their Mandiri Debit card. This includes maintaining the confidentiality of the PIN.

"Do not inform anyone, including people who claim to be employees of Bank Mandiri", he said.

This incident began when a customer named Asrizal wanted to withdraw his savings balance at a standalone cash machine (ATM) on February 6, 2021. According to Asrizal, the money at his ATM should amount to IDR 128 million. However, when checking the ATM balance is empty or IDR 0.

Asrizal was confused. He immediately called the contact center of Bank Mandiri to ask about the problem. The call center officer at that time stated that there had been a withdrawal and transfer transaction with the same card number as the customer.

Whereas at the time of the transaction, the customer's ATM card is in his personal wallet. Then on February 8, 2021, customers visited Bank Mandiri Melawai branch, South Jakarta, to get a more detailed answer.

Bank officials at that time immediately changed atm cards because there are funds entered at the same time. Customers are also asked to wait for the investigation process. However, after conducting an investigation, Bank Mandiri stated that it will not be responsible for replacing the lost funds.

News of the loss of funds of up to hundreds of millions went viral on social media Twitter. In fact, yesterday the hashtag Mandiri had become keyword trending. Netizens claimed to be worried about the security of funds in banking because of the incident experienced by Asrizal.