TEMPO.CO, Jakarta - Being a customer for five years, the disruption in the Special Capital Region of Jakarta Development Bank or Bank DKI became the first experience for Nurul Nuraini. Moreover, this disruption has persisted for almost three weeks or since late March 2025.
The 25-year-old woman became more cautious after the President Director Agus Haryoto Widodo stated that there was suspicion of a Rp 100 billion fund leak due to the faulty system. "That information made me worried," said Nurul to Tempo through messaging applications on Saturday, April 19, 2025.
Initially, Nurul did not know about the maintenance in Bank DKI's IT system. At first, she intended to transfer money between banks.
However, the transfer feature in the JakOne Mobile application disappeared. She suspected that her phone was not connected to the internet network because a notification appeared saying "Your Status is Currently Offline".
"Out of curiosity, I tried to log in and still couldn't transfer to other banks, not even QRIS," said Nurul.
Due to the weeks-long system disruption, Nurul took the initiative to contact customer service to inquire about an estimated time for resolving this disruption.
Nurul mentioned that the management of Bank DKI could not ensure the duration of the repair for this problem. "They cannot confirm how long it will take," she said. On Friday, April 11, President Director of Bank DKI Agus Haryoto Widodo claimed that the problematic banking services are currently back to normal. He stated that the services are back to normal.
The management, he said, is currently making efforts to accelerate the gradual recovery of services with strict system security and testing. "Most of Bank DKI's services are currently back to normal, including offsite services or interbank transfers via ATMs or branches," he said.
Member of the Jakarta Provincial DPRD Commission B, Francine Widjojo, stated that this disruption is a warning sign for Bank DKI. This phenomenon can make customers doubt this bank owned by the Jakarta provincial government. The prolonged handling of this problem can also trigger customers to withdraw or transfer their money to other banks.
"Thus, the prolonged handling of the problem can lead some customers to withdraw their money, which is a warning sign for Bank DKI. This means that many customers doubt or even lose their trust in Bank DKI," said the Indonesian Solidarity Party politician to Tempo on Friday, April 18, 2025.
Meanwhile, Francine also expressed her surprise and regret about the issues in Bank DKI. Especially regarding Agus Haryoto's statement about the estimated suspicion of a Rp 100 billion fund leak that did not come from customer funds, but from the bank. However, according to Francine, the bank's operational disruption is still part of the customer funds. "While the bank's operations also depend on customer funds and customer trust in the bank's service credibility," said Francine.
If the disruption in Bank DKI's service is due to illegal access to the system, there is no need to spend weeks to resolve this problem. Francine stated that this disruption also prevents customers from making transactions. She mentioned that even the recipients of the Smart Jakarta Card (JKP) benefits faced difficulties using Bank DKI's services to make purchases.
"In fact, for three weeks, the Bank DKI mobile banking services have not been able to transfer to other banks or receive transfers from other banks," said Francine.
Francine also cited the number of Bank DKI's own mobile application users in 2023, which amounted to 2.23 million JakOne Mobile users. Francine reminded that Bank DKI needs customers, not the other way around. Therefore, regaining customer trust must be a priority for Bank DKI.
"Bank DKI must remember that it needs customers' money, not the other way around. In addition, Bank DKI must immediately make efforts to ensure and reassure the public that their money is safe in Bank DKI," she said.
Last Tuesday, a group of people calling themselves the "Youth Axis for Truth" held a peaceful demonstration by setting up tents on the sidewalk in front of the entrance to the Jakarta City Hall, Central Jakarta. They held this demonstration as a protest against the poor management of Bank DKI. One of the calls written on a piece of paper read, "Investigate the Bank DKI Case, Remove the President Director of Bank DKI, Watch over Us, Don't Disband Us, We Want to Stay".
Not only that, three white banners written with red spray paint were also displayed, with demands such as "Improve the Bank, Remove the President Director of Bank DKI", "Remove the President Director of Bank DKI", and "Peaceful Action to Investigate Bank DKI".
A representative of the demonstration, Ahmad Setiawan, stated that this demonstration was held in response to the disappointment of the public with the "mobile banking" application services of Bank DKI, JakOne Mobile, which have been problematic recently.
"We are here based on the concern from the public, from the customers, the users of Bank DKI, who are disappointed in Bank DKI," said Ahmad as quoted from Antara.
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