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BNI’s Customers Left Without Cash as Its ATMs Malfunction
Francezka Nangoy | December 20, 2011

Indonesian customers experienced difficulties in conducting transactions at the automated teller machines of Bank Negara Indonesia, the country’s fourth-largest lender by asset, on Tuesday due to a “technical glitch.” (JG Photo/Safir Makki) Indonesian customers experienced difficulties in conducting transactions at the automated teller machines of Bank Negara Indonesia, the country’s fourth-largest lender by asset, on Tuesday due to a “technical glitch.” (JG Photo/Safir Makki)
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BilboBaggins
9:55pm Dec 20, 2011

"Indonesian customers experienced difficulties in conducting transactions at the automated teller machines of Bank Negara Indonesia"

Understatement.

I went to a branch and their whole system was down, not just ATMs.

Could not get money by any means.

The bank basicaly failed to operate all day and I am changing banks as soon as they I am able to withdraw my money.

Totaly unaceptable.

This has caused me major inconvenience and extra costs and I know I have no hope of compensation

As of 1:30 the staff I spoke to still could not tell me what the problem was or when it may be back on line. Par for the course in Indonesia.

My wife has just checked at 9:30pm and it is finaly back on line.

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Indonesian customers experienced difficulties in conducting transactions at the automated teller machines of Bank Negara Indonesia, the country’s fourth-largest lender by asset, on Tuesday due to a “technical glitch.”

Many customers filed their complaints to the lender during business hours in Jakarta, but there was no data available for the total loss. Shares in the lender rose in Jakarta trading.

“That’s true that there is a technical problem now,” Tribuana Tunggadewi, BNI’s corporate secretary, said in a statement released in Jakarta on Tuesday, referring to the malfunctioning of the ATMs at BNI.

“With the data security system, BNI ensures that all data of customers would be safe,’’ Dewi said. She did not elaborate on the potential loss in transaction fees from the technical problem, and did not disclose how much the bank makes from business on its ATM machines. Dewi also did not say when the disorder with the ATMs started on Tuesday.

BNI received the complaints via social media and said it was working on the problem.

Dewi would not confirm whether the ATMs would resume operations today.

BNI had 5,004 ATMs and 1,153 outlets across the nation as of the end of last year, and had 11.4 million individual deposit accounts and 163,500 corporate deposit accounts, it said.

The malfunction of ATMs in Indonesia’s banking system has been a common phenomenon due to poor infrastructure. Indonesia’s central bank has been coaxing the country’s banking industry to boost its information system and technology to better serve customers in Southeast Asia’s largest economy.

Astri Wulandari, an employee at an event organizer in Jakarta, said she could not conduct any transactions at all at Plaza Semanggi, in South Jakarta.

“I could not pay my vendor. I had to transfer some money to them. It is not big, but, well, my work was a bit screwed up today,” Astra said. “I checked it at 11 a.m. at Plaza Semanggi, all the BNI ATMs were not functioning. I could not access my account at all, I could not do SMS banking, Internet banking. It was so hopeless,” she said.

BNI’s spokeswoman said the lender was checking its systems. “The team from BNI is in the process of doing the maintenance and recovery so that the ATMs will resume operations,” Tunggadewi said. She did not say when the ATM service would be return to normal.

Shares in BNI, which has total assets of Rp 259 trillion ($28.5 billion), rose 0.7 percent to Rp 3,900 on Tuesday.

BNI posted an increase in net income to Rp 4.06 trillion in the first nine months of this year from Rp 2.9 trillion in the same period a year earlier, while its net interest income rose 5 percent to Rp 9.47 trillion.

Many Indonesian banks, including BNI, benefit from low borrowing costs and the accelerating Indonesian economy.