Disputes between customers and banks are more common than many realize. They can arise from issues like unauthorized transactions, loan problems, credit card billing errors, account mismanagement, or misunderstandings about banking products.
While banks are heavily regulated and generally strive to maintain trust, mistakes and miscommunications can still occur. When they do, it’s important for customers to know how to respond calmly and effectively—without immediately resorting to legal action.
Here are practical steps you can take to resolve customer-bank disputes in a structured and professional way.
- Identify the Core Issue Clearly
Before taking any action, you need to understand the problem thoroughly. Many disputes arise simply because of confusion about fees, account terms, or transaction details.
Start by checking all related documents:
- Account statements
- Transaction history
- Loan or credit card agreements
- Bank notifications or emails
- Write down the exact details of the problem:
- What happened (e.g., “unauthorized transfer,” “incorrect interest charge”)
- When it happened
- How much money is involved
Having a clear record will make it easier to explain the issue logically when you contact the bank.
- Contact the Bank Directly and Calmly
The first and most crucial step is to contact your bank’s customer service. Avoid venting frustration on social media or spreading complaints publicly before giving the bank a chance to respond.
You can contact the bank through:
- Phone (customer care hotline)
- Email or online chat via the bank’s website/app
- Visiting the nearest branch
- When you contact the bank, explain your complaint clearly, politely, and with evidence. Provide relevant details like:
- Account number (partially masked for security)
- Date and time of the issue
- Reference number (if available)
- Screenshots or proof of transaction
- Remember to note down:
- The date and time of your report
- The name of the staff member you spoke with
- The complaint reference number (this will be useful later if you escalate the issue).
Most banks have a Customer Complaint Handling Unit that investigates such cases. They usually respond within a specific time frame—often 20 to 30 working days depending on local regulations.
- Request a Written Response or Clarification
If your issue is serious (such as large unauthorized withdrawals, mistaken loan calculations, or lost deposits), you should request an official written explanation from the bank.
This step ensures that your complaint is recorded formally and that the bank is obligated to respond within the time limit set by banking regulators.
In Indonesia, for example, Bank Indonesia and the Financial Services Authority (OJK) require banks to resolve customer complaints within 20 business days, extendable under specific circumstances.
A written response also serves as documented evidence if you need to escalate your case later to external institutions.
- Escalate the Complaint Internally
If your complaint isn’t resolved at the customer service level, you can escalate it internally within the bank. Every financial institution is required to have an internal dispute resolution process.
You can request your case to be reviewed by:
- The Customer Complaint Resolution Division
- The Bank’s Legal or Compliance Department
- When escalating, attach:
- A copy of your initial complaint letter or email
- Supporting documents or evidence
- The bank’s previous response (if any)
Be sure to express your continued willingness to find a fair solution. Professionalism and persistence often help you gain a more serious response.
- File a Complaint to the Financial Regulator
If the bank fails to resolve your issue satisfactorily, or if you believe the response is unfair, you can take the complaint to a higher authority—the financial regulator.
In Indonesia, customers may file complaints to:
- Otoritas Jasa Keuangan (OJK) — the Financial Services Authority, or
- Bank Indonesia (BI) — for issues involving payment systems, transfers, or interbank settlements.
To file a complaint, prepare:
- A copy of your identification (e.g., ID card)
- Your written complaint and supporting evidence
- Proof that you have tried to resolve the issue directly with the bank
- You can submit the complaint online via the OJK’s official portal (konsumen.ojk.go.id) or in person at the nearest OJK office.
The regulator will evaluate your case and, if appropriate, facilitate a mediation process between you and the bank.
- Try Mediation or Alternative Dispute Resolution
If the issue remains unresolved, the next step is to consider alternative dispute resolution (ADR) such as mediation, facilitated by an independent institution.
In Indonesia, financial sector disputes may be mediated by:
Lembaga Alternatif Penyelesaian Sengketa Sektor Jasa Keuangan (LAPS SJK) — the official alternative dispute resolution body for financial services.
Mediation offers several advantages:
- It’s faster and less costly than court proceedings.
- It encourages cooperative problem-solving.
- Both parties can maintain their business relationship afterward.
During mediation, both sides present their cases, and a neutral mediator helps them reach a fair settlement. If an agreement is reached, it is documented in writing and signed by both parties.
- Seek Legal Advice or File a Lawsuit (as a Last Resort)
If all non-judicial methods fail, and the dispute involves a large amount of money or serious legal violations, you may consider filing a lawsuit in court.
Before taking this step, consult with a lawyer experienced in banking or consumer protection law. They can:
- Assess whether your claim is strong
- Estimate legal costs and time
- Prepare the necessary documents
Court action should always be your last option, as it can be time-consuming and expensive. However, it’s appropriate when other methods do not bring justice—especially in cases involving fraud, negligence, or breach of contract by the bank.
- Prevent Future Disputes
While not all disputes are avoidable, you can minimize future problems by being proactive and vigilant.
Here are some preventive tips:
- Always read the fine print before signing any banking document.
- Keep copies of agreements, receipts, and communication with the bank.
- Regularly monitor your account and credit card activity.
- Update your contact information with the bank to receive timely alerts.
- Avoid sharing PINs, passwords, or OTPs with anyone—even bank staff.
Understanding your rights and responsibilities as a customer also helps you make better financial decisions and respond wisely when issues arise.
Conclusion
Disputes between customers and banks can be stressful, but they are resolvable through clear communication and proper procedure.
To summarize, the steps are:
- Identify and document the problem clearly.
- Contact your bank’s customer service calmly.
- Request a formal written response.
- Escalate the complaint within the bank if necessary.
- Involve financial regulators like OJK or Bank Indonesia.
- Use mediation or alternative dispute resolution.
- Seek legal action only as a last resort.
By following these steps, you can handle conflicts professionally, protect your financial interests, and help maintain trust between customers and financial institutions.
Remember: the key to solving any bank-related dispute is patience, documentation, and professionalism. Acting with these principles in mind ensures your concerns are heard—and justice is achieved.