PERLINDUNGAN HUKUM TERHADAP NASABAH PENGGUNA ATM SETOR TUNAI PADA BANK NEGARA INDONESIA (BNI) CABANG PASAR BAWAH PEKANBARU

Abstract

The use of ATMs as a facility to make it easier for customers to make cash
withdrawals with banks has changed the banking transaction process from conventional
to virtual in nature where parties do not meet in person but simply through electronic
media. The use of ATMs, which provide various banking transactions is simpler and
faster, however in fact the use of ATMs can cause problems in usage for customers.
This type of legal research is sociological legal research, which in this research, is
carried out directly into the field to collect primary data, and uses descriptive methods.
Meanwhile, if viewed from the nature of this research is descriptive.
The results of this study are the losses experienced by customers in carrying out
cash deposit transactions at BNI ATMs Pasar Bawah Pekanbaru branch which are
problematic are material and immaterial losses. Material loss because the customer has
not received compensation for lost money due to a malfunctioning cash deposit ATM.
The immaterial loss suffered by the customer is that a lot of time is wasted in handling
the complaints procedure to the bank. The responsibility of BNI Bank, Pasar Bawah,
Pekanbaru branch for losses suffered by customers in carrying out cash deposit
transactions at problematic ATMs is still not maximized, such as settlement times that
are not in accordance with SOPs. The bank only accepts customer complaint reports
and is still being processed. For compensation, the bank has not yet realized it because
it is still in the process of settlement.
Keywords: Legal Protection, Customers, ATM