Bank BTPN Responds to Customers Billed for Unauthorized Transactions
Jakarta – PT Bank BTPN Tbk has addressed the issue of customers being billed for unauthorized transactions amounting to Rp. 22 million through their credit cards. Previously, a customer named Hiasinta Galistheda claimed that she was asked to pay the bill before the case could be investigated.
However, Andrie Darusman, the Head of Communication & Daya at BTPN, denied this and stated that the investigation was ongoing without waiting for the credit card bill to appear. If the investigation proves that the customer did not make the transaction, Jenius, the digital banking platform of Bank BTPN, will refund the credit card limit.
“During the investigation process, Jenius did not collect the transaction, and the investigation continued without waiting for the credit card bill to appear,” Andrie told detikcom on Monday (26/6/2023).
He further added, “If it is proven that the customer did not make the transaction, Jenius will refund the credit card limit.”
Andrie expressed regret over the incident and mentioned that Jenius and Visa are currently coordinating and investigating the matter. Jenius has also been in contact with the affected customers to update them on the progress of their reports.
“At Jenius, customer safety and comfort are our priorities. We remind customers to always be aware of various modes of crime. Additionally, we encourage customers to transact at merchants that support payments using the 3D Secure system from Visa, as it is equipped with OTP,” Andrie explained.
The incident came to light when a Twitter user with the handle @yourlastnameis shared their unpleasant experience of being billed for a transaction they did not make. The user received a notification of a Jenius credit card transaction worth IDR 15 million, suspected to be made in the United States (US).
“This sucks so bad. How did this happen? Suddenly, there was a notification of a Jenius credit card transaction worth Rp. 15 million for the US? I don’t even have a visa, but the bill goes to me, @JeniusConnect,” the user wrote, as reported by detikcom.
The shared photo revealed that the transaction was made at the Empire State Observatory in New York, US, with a value of IDR 15.83 million. There were also transactions at Seaworld/Busch Gardens merchants in Orlando, US, totaling IDR 6.25 million. The total invoice is estimated to reach IDR 22 million. detikcom attempted to contact the account owner but has not received a response at the time of writing.
The victim stated that they had contacted Jenius and were asked to pay the bill for further investigation. They also questioned how their personal data could have been leaked.
“I’ve chatted and called Jenius help but was told to wait until the status is collected and even told to pay first and then investigated later? How am I supposed to pay for something I didn’t do? No OTP came in. How did my data leak?” the victim questioned.
The victim also mentioned receiving a notification two days ago about an automatic doubling of their credit card limit. Jenius has filed a report regarding the latest status of the case. The affected customers hope that they will not have to bear the financial burden of paying these bills.
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What should customers do if they notice any suspicious activity or unauthorized transactions on their account
Dress your password by creating a strong and unique one, and always keep it confidential. If you notice any suspicious activity or unauthorized transactions on your account, please report it immediately to Jenius customer service,” Andrie advised.
He also emphasized that Bank BTPN is committed to ensuring the security of its customers’ financial transactions and continuously improving its systems to prevent similar incidents in the future.
“We apologize for any inconvenience caused and we will continue to take all necessary measures to safeguard our customers’ accounts and restore their trust,” Andrie concluded.
In summary, PT Bank BTPN Tbk has responded to the issue of customers being billed for unauthorized transactions. The bank denied asking customers to pay the bill before investigating the case and assured that the investigation is ongoing. If it is proven that the customers did not make the transactions, the bank’s digital banking platform, Jenius, will refund the credit card limit. The bank is coordinating with Visa and has been in contact with the affected customers to keep them updated. Bank BTPN is committed to ensuring the security of its customers’ financial transactions and improving its systems to prevent similar incidents in the future.
It’s alarming to hear about unauthorized credit card transactions, but it’s reassuring to know that Bank BTPN is denying any involvement. I hope the ongoing investigation brings clarity and justice to affected customers.