OJK Urges BNI to Resolve Customer Case at Aek Nabara Branch
JAKARTA, KOMPAS.com - The Financial Services Authority (OJK) has urged PT Bank Negara Indonesia (Persero) Tbk to promptly resolve the case involving customers at BNI’s Aek Nabara Sub-Branch Office (KCP) to ensure consumer protection and maintain public confidence in the financial services sector.
Head of the Surveillance and Integrated Financial Services Sector Policy Department at OJK, Agus Firmansyah, stated that OJK has summoned BNI’s directors and management to seek explanations and emphasise that resolution steps must be carried out quickly, comprehensively, transparently, and responsibly.
“OJK stresses that customer protection is the top priority; therefore, OJK has requested BNI to immediately address the aforementioned case by conducting thorough verification, fulfilling customer rights in accordance with applicable provisions, and providing periodic updates on the handling progress to OJK,” he said in an official statement on Saturday (18/4/2026).
This step is part of efforts to safeguard customer interests and support an accountable resolution process in line with prevailing laws and regulations.
Regarding customer funds, BNI has so far conducted verification and realised the return of Rp 7 billion to customers.
“OJK will continue to monitor the verification and resolution process for the remaining funds to ensure it proceeds transparently, fairly, and in accordance with applicable provisions,” he added.
Furthermore, Agus said OJK has also requested BNI to conduct a comprehensive internal investigation, including in-depth examination of compliance aspects, internal controls, and governance.
Such steps are crucial to properly identify the root causes of the problem and enable corrective actions to be taken promptly to prevent similar incidents in the future.
Agus noted that BNI has also expressed its commitment to resolving this case thoroughly and responsibly.
“OJK will continue to oversee the process and ensure that every resolution step prioritises consumer protection principles, transparency, and accountability,” he stated.
OJK emphasised that if any violations of applicable provisions are found during the in-depth review and supervision, OJK will take supervisory measures and follow-ups in accordance with its authority.
“OJK invites all parties to prioritise constructive communication and respect the ongoing legal process,” he concluded.
For the record, customers seeking further information or wishing to lodge complaints may contact BNI’s official services or OJK Contact 157.