Financial Services Sector Tops Consumer Complaints in Indonesia Over Nine Years

The National Consumer Protection Agency (BPKN) has recorded that the financial services sector received the most consumer complaints over the past nine years, from 2017 to 7 July 2026. BPKN Chairman Muhammad Mufti Mubarok stated that this sector is one of the most prominent, alongside housing and electronic commerce. The data is derived from 12,967 consumer complaints received by BPKN during this period. “This shows that the problems faced by the public are no longer sectoral but have encompassed almost all areas directly related to daily life,” he said during a working meeting with Commission VI of the Indonesian House of Representatives (DPR RI) at the parliament complex in Jakarta on Thursday, 16 July 2026. Consumer complaints in the financial services sector include issues with pay-later services, online lending, investment fraud, and non-transparent fees and interest rates. Meanwhile, complaints in the housing sector cover developer defaults, delays in handover, properties not matching specifications, and refunds. In electronic commerce, recorded complaints include hidden fees, manipulative patterns, fake reviews, and unresponsive sellers. Mufti expressed hope that from the total of more than 12,000 reports received, over Rp 1 trillion in consumer losses could be recovered. He also noted that an estimated loss of Rp 19.8 billion since the beginning of the year up to 7 July 2026 could be salvaged. “This figure illustrates that the impact is not only related to violations of consumer rights but also affects public trust in trading activities,” he said.