Legal Protection for Customers in Digital Banking Services in Indonesia at PT. Bank Jago, Tbk

Abstract

Advances in technology have raised serious problems with customer data protection, especially in PT. Bank Jago where on October 9, 2023, there was a Bank Jago customer account that was hacked with losses of lost funds in the account and difficulty providing evidence in the form of a bank statement due to the limited number of service offices. The purpose of this study is to find out how Bank Jago can provide legal protection to customers who experience disruptions in digital banking services. This study uses normative legal research with qualitative descriptive data analysis techniques, which clearly describes how the chronological occurrence of bank jago customer accounts that lose funds in the account, while qualitative is the analysis of related regulations which are then processed systematically and linked to secondary legal materials through literature studies to gain an understanding of legal protection efforts related to security guarantees in services digital banking. The results of this research show the importance of nailing legal protection in a preventive and repressive manner. Preventive actions can be taken by implementing existing regulations related to Digital Banking Services by Commercial Banks, Banking and Consumer Protection of digital banking services, while repressive actions are to solve problems faced by customers to provide legal protection such as customer complaints, settlement through the Indonesian Banking Dispute Resolution Alternative Institution (LAPSPI).