BNI Confirms Student's Arrival Was Not at the Direction of Staff

PT Bank Negara Indonesia (Persero) Tbk, or BNI, has confirmed that the registration and account activation process for the Smart Indonesia Programme (PIP) for a student at BNI Lubuk Pakam has been completed. All required stages and requirements have been fulfilled, allowing the student’s account activation to be finalised.

The statement was issued following the circulation of a video on social media showing a student arriving at BNI Lubuk Pakam in an ambulance and on a patient bed whilst ill.

BNI Corporate Secretary Okki Rushartomo said the bank sympathised with the condition experienced by the student and their family. The company understood public attention to the incident and confirmed that its staff had provided explanations and assistance throughout the service process.

“We have helped complete the entire registration and account activation process for the student’s PIP account. BNI staff accompanied the family at every stage until the entire process was successfully completed,” Okki said in a written statement on Friday (24/7/2026).

He said the incident related to the PIP registration and account activation process. Initially, staff had informed the family that the process did not need to be rushed, given that the implementation period runs until the end of 2026, and considering the student’s health condition at the time.

Staff also conveyed that the activation process could be continued once the student’s condition improved. When the family returned on the same day to continue the process, staff said the student could remain inside the ambulance if their condition did not permit entering the branch office.

“The student’s arrival using an ambulance and a patient bed was not upon the request or instruction of BNI staff. Previously, the family had been informed that the activation process could still be carried out within the available timeframe,” Okki said.

When the family continued the activation process, BNI staff provided assistance and helped complete all the required stages. Once the requirements were met, the account activation process could be completed.

It should be noted that BNI also has a service mechanism for customers with health conditions or special needs. If required, services can be coordinated so that staff visit the customer through prior arrangements and appointments, while still observing the applicable rules, security aspects, and verification requirements for each service.

“For customers with certain conditions, families can coordinate with the branch office beforehand so that the most appropriate form of service can be prepared. This step is important so that the service process runs safely, comfortably, and continues to comply with applicable regulations,” Okki explained.

BNI reaffirmed its commitment to providing good, humane, and regulation-compliant service to all customers, including beneficiaries of government programmes.

As part of efforts to improve service quality, BNI will continue to evaluate service standards across all work units, particularly for customers with health conditions or special needs. The evaluation is intended to ensure every service is conducted safely, comfortably, and with due consideration of each customer’s circumstances.

BNI urged the public to verify any information received or shared to avoid misunderstandings. Further information about BNI services can be obtained via BNI Call 1500046.