On this day one year ago I first reported the skimming from my Bank Permata account. It took two and a half months for me to receive any feedback, and that was on March 15th when the euphemistically named ‘Customer Care’ manager, a Pak Satria, visited Jakartass Towers and was caught out in two lies. He then blithely informed us that because my card number and PIN had been used – even though there was no CCTV evidence to prove that I or a family member had withdrawn the money – they could not recompense me.
I posted that account here.
I spent the next couple of months wondering what to do next when I discovered via the Jakarta Post the existence of Yayasan Lemaga Konsumen Indonesia (Consumer Advisory Council). They sent me a letter a month later in which they advised me that because they are a toothless NGO my best action would be to go to Bank Indonesia’s Divisi Perlindungan Konsumen Sistem Pembayaran, Departemen Kebajikan dan Pengawasan Sistem Pembayaran, to give the short name. (It’s the Central Bank’s oversight division of credit and debit card issuers, most of whom are individually responsible for their clients’ accounts, albeit collectively responsible through the Bersama network.)
So I went to B.I. and left my meeting feeling fairly optimistic having been told that I should hear something in a month.
That’s what I complacently wrote on July 20th in Update No.1.
Is the matter any closer to a resolution?
Of course not, and stupid me for even thinking that it would be!
Not having heard anything for over a month I telephoned B.I.’s call centre asking to be put through to Melati Pramudyastuti, the Asisten Manajer of DPKSP-DKPSP, to give the popular acronym. It took them a while to tell me that they couldn’t connect me until I was given a code number. It was, and presumably still is, 2016.0826.0052, which proves that I was the 52nd caller on August 26th.
I was eventually told that my ‘matter’ will be processed. Eh?? Did that mean that nothing had been done?
On November 30th, four months after I was told that the process would take roughly one, and three months since my phone call, a courier delivered a letter from Bank Indonesia which I signed for. Jolly good, was my immediate thought, until I noticed the date: 24th November. What? Six days to deliver a letter which gave me one month to answer?
It was signed by the Deputi Direktur, Sofian Kurnia, in charge of DPKSP-DKPSP.
And this is the follow up email to the letter I hand-delivered to his department (.pdf) last Tuesday.
Dear Sirs. (Note: There were multiple recipients.)
First, I note your offer to serve as ‘mediators’ in a dispute resolution meeting between Permata Bank and myself, and I appreciate that.
However, I am very concerned that your letter of November 24th, took six days to arrive (30th) by courier service at my house. Furthermore, it is physically impossible to fill in the lengthy enclosed form as some of the boxes are just 2mm high!
It is also my contention, as stated in the attached letter of 19 December, and delivered by hand to Ulfah yesterday (20th), that Bank Indonesia has overlooked the differing accounts given by Pak Satria of Bank Permata’s euphemistically named ‘Customer Care’ division to myself in March, and subsequently to yourselves.
That also suggests that Bank Indonesia has failed to ensure that Permata Bank, which is under your supervision via B.I. Peraturan Nomor 11/10 /PBI/2009, provides a secure card service.
There are several more points made in the attached letter.
I therefore request a meeting with yourselves prior to any mediation.
Apart from Fridays, I am available on any weekday, so would appreciate this to be held as soon as possible. It is now exactly 366 days since I first reported the skimming from my account.
PS. Today’s news is of the introduction of new bank notes with embedded features which would not be easy to counterfeit. My readers, mostly bank customers, would be interested to know why the introduction of chip-embedded debit/credit cards has not yet started, and why the deadline is not until the end of 2021