For those of you who have been following my problems with Permata Bank regarding their incompetence, insouciance, and bare-faced lies when not dealing with the ATM skimming from my account, I have some good news to report.
For anyone else, including those poor folk on holiday in Lombok a week or so ago, what follows under this news item is what can be done to seek recompense and, I hope, retribution.
Being told by Permata Bank’s (lack of) Customer Care Dept that because my card number and PIN number had been used to withdraw a substantial amount from my account, they could not recompense me, appeared to be a procedural cul-de-sac. If the police were to investigate, their reputation for suffering from the brown envelope notwithstanding, they would face the same intransigence from the bank.
In May, an article in the Jakarta Post caught my eye. It was about the Indonesia Consumer Council (Yayasan Lembaga Konsumen Indonesia – YLKI), and quoted the chairman as saying that Indonesian consumers needed to be more aware of their rights, and that the most complaints that YLKI received last year, some 1,400, concerned banking issues. My wife and I paid a visit to their modest premises in Jl. Pancoran Barat VII, No.1, Duren Tiga, Jakarta Selatan.
Once again, photocopies of my bank statements were made, the third time – Permata Bank had photocopied them twice. We then waited for some feedback. A month later when I paid them a visit I learnt that YLKI is purely an advisory body governed by Act 8, 1999 on Consumer Protection (pdf) and that given the many unanswered questions, I should contact Bank Indonesia’s Departemen Kebijakan dan Pegawasn Sistem Pembayaran (Department of Policy and Payment System Oversight).
This I did personally last Thursday when I buswayed to the top end of Jl. Thamrin, walked for several hundred metres to the one entrance, others having been closed following the terrorist outrage in January, and as might be expected went through many security checks. I eventually found the 5th floor of Gedung D, only to be told that the section dealing with ATM Skimming had moved up to the 8th floor.
Once I’d been admitted through several more glass doors, I found myself in a comfy corner of a large open plan office repeating my story to a very competent Asisten Manajer (Analis), who uploaded the kronologi and other pertinent documents from my thumb drive. She also made photocopies of my bank statements.
I asked about the prevailing law regarding ATM skimming, and was referred to the following:
In regard to the promulgation of Bank Indonesia Regulation Number 11/11/PBI/2009 dated 13 April 2009, the regulatory provisions concerning Management of Card-Based Payment Instrument Activities can be downloaded in an unofficial translation into English from here (pdf) and Indonesian here (pdf).
This related press release dated 20th January 2010 clearly shows that ATM Skimming is not a recent phenomenon here.
fr. B.I.’s Dept. of Wishful Thinking.
“Bank Indonesia is currently coordinating with the banks involved and the Police Department in order to bring this criminal activity to an immediate end.”
However, the final piece in the puzzle that has occupied too much of my time over the past seven months, and which has cost me a holiday, is this information. Given that most banks are connected via the Bersama network, and are collectively bound by the above Bank Indonesia regulation, it is the bank which holds the account which is ultimately responsible for providing the security of customers’ accounts.
In other words, once Bank Indonesia have completed their investigation into my case … next month? … I expect full compensation from Bank Permata according to the law governing their card-based services.
Naturally, this being Indonesia, I’m crossing my fingers, toes, legs and eyes, as well as touching wood, kissing my black cat and not walking under ladders. In the meantime, my wife is consulting our dukun so all should be well, ‘should’ being the operative word.