Customer Complaint: BCA Branch Refuses to Open CV Business Account Despite Valid Permits
I am disappointed with BCA's service, particularly at BCA KCP Jelambar, located at Jl. Hadiah Utama No. 706 Block B-7, Jelambar, Grogol Pertamburan District, West Jakarta.
On 13 June 2025, I submitted the required documents for opening a CV (commanditaire vennootschap) business account, including the NIB (Business Identification Number), CV deed of establishment, and other documents via WhatsApp to a BCA staff member.
On 18 June 2025, I was contacted and informed that one of the KBLI (Indonesian Standard Industrial Classification) codes in the CV was classified as high-risk and required a permit letter.
On 24 June 2025, I telephoned the branch to discuss the matter further. In essence, they maintained that a pharmacy permit was required and informed me that I could contact them directly should any other issues arise.
On 3 July 2025, I contacted them again as the permit had been issued, only to be told that a standard certificate was now also required. Why was only the permit letter mentioned previously?
I spoke with and telephoned the staff member to explain that my KBLI classification does not issue a standard certificate — only a permit letter. However, they argued that "a standard certificate is mandatory and that they had consulted with their legal department, stating that if the account were opened, it would be subject to audit."
I repeatedly explained that the KBLI codes under my CV do not issue standard certificates, only permit letters, but my explanations were ignored. The staff member even suggested I try another branch.
I have provided the following evidence: conversations with staff confirming that the permit letter was mandatory; screenshot evidence of telephone calls with the branch head; evidence of the subsequent request for a standard certificate despite the permit letter having already been submitted; screenshots from Government Regulation No. 5 of 2021, which states that high-risk KBLI classifications only issue a NIB and permit letter (as referenced on pages 1 and 2 of the regulation published on the Supreme Audit Agency website); and screenshots of correspondence with the OSS (Online Single Submission) administration confirming that high-risk KBLI classifications do not issue standard certificates.
I am deeply disappointed with the service provided by the branch head, who refused to accept input or offer solutions and demonstrated a lack of understanding of the applicable regulations. To this day, the CV business account has still not been opened.
Haris Winoto
West Jakarta
On 13 June 2025, I submitted the required documents for opening a CV (commanditaire vennootschap) business account, including the NIB (Business Identification Number), CV deed of establishment, and other documents via WhatsApp to a BCA staff member.
On 18 June 2025, I was contacted and informed that one of the KBLI (Indonesian Standard Industrial Classification) codes in the CV was classified as high-risk and required a permit letter.
On 24 June 2025, I telephoned the branch to discuss the matter further. In essence, they maintained that a pharmacy permit was required and informed me that I could contact them directly should any other issues arise.
On 3 July 2025, I contacted them again as the permit had been issued, only to be told that a standard certificate was now also required. Why was only the permit letter mentioned previously?
I spoke with and telephoned the staff member to explain that my KBLI classification does not issue a standard certificate — only a permit letter. However, they argued that "a standard certificate is mandatory and that they had consulted with their legal department, stating that if the account were opened, it would be subject to audit."
I repeatedly explained that the KBLI codes under my CV do not issue standard certificates, only permit letters, but my explanations were ignored. The staff member even suggested I try another branch.
I have provided the following evidence: conversations with staff confirming that the permit letter was mandatory; screenshot evidence of telephone calls with the branch head; evidence of the subsequent request for a standard certificate despite the permit letter having already been submitted; screenshots from Government Regulation No. 5 of 2021, which states that high-risk KBLI classifications only issue a NIB and permit letter (as referenced on pages 1 and 2 of the regulation published on the Supreme Audit Agency website); and screenshots of correspondence with the OSS (Online Single Submission) administration confirming that high-risk KBLI classifications do not issue standard certificates.
I am deeply disappointed with the service provided by the branch head, who refused to accept input or offer solutions and demonstrated a lack of understanding of the applicable regulations. To this day, the CV business account has still not been opened.
Haris Winoto
West Jakarta