Bank Mandiri Account Blocking Violates Customer Rights, Consumer Group Says

The Indonesian Consumers Foundation (YLKI) has declared Bank Mandiri's unilateral blocking of a customer's account a violation of consumer rights.

YLKI's Executive Secretary, Rio Priambodo, stated that banks cannot block accounts without transparency, as it infringes upon the rights guaranteed by Law No. 8/1999 on Consumer Protection. "Unilateral blocking without clarity can erode consumer rights as regulated and guaranteed by the Consumer Protection Law," Rio said in a press release on Monday.

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Unilateral blocking without clarity can erode consumer rights as regulated and guaranteed by the Consumer Protection Law.

He urged Bank Mandiri to provide Supriyono, the account holder, with a transparent explanation for the blocking. This includes detailing the basis for the action, the account's status, and the resolution process. Priambodo emphasized that customers have the right to clear information about why their accounts are blocked.

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Second, blocking by the bank should not cause consumers to lose access without certainty.

"Second, blocking by the bank should not cause consumers to lose access without certainty," Rio added. If a customer's funds are restricted, the bank must explain the account status and the steps the customer must take to regain access. YLKI warns against a situation where consumers are left powerless, unable to use their funds without adequate explanation or recourse.

Priambodo stressed that banks' authority must be balanced with accountability. While prudence and security are important, they should not be used as excuses for arbitrary actions that disregard consumer rights, transparency, and protection.

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Don't let consumers be in a weak position. Accounts are blocked, funds cannot be used, while consumers do not receive adequate explanation, and do not know where to complain.