Bank Mandiri Faces Scrutiny Over Transaction Freeze, Brand Trust Impact

A recent case involving the temporary freezing of a Bank Mandiri account belonging to Supriyono, a coordinator of a demonstration in Pati, has captured public attention. The account reportedly held around Rp 80.9 million in personal funds and public donations intended for the protest.

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Brand trust is built on reliability, predictability, and perceived integrity.

Polda Metro Jaya, the regional police, clarified that the bank was requested to delay transactions, not seize the account, citing Article 26 of Law No. 8 of 2010 concerning the Prevention and Eradication of Money Laundering and Terrorism Financing. The Indonesian Financial Transaction Reports and Analysis Center (PPATK) also stated it did not request the account's blockage.

Sampor Ali, a lecturer in Management at the Faculty of Economics and Business, University of Muhammadiyah Jakarta (UMJ), commented that the issue extends beyond legal aspects to impact Bank Mandiri's branding. He noted that customers' experiences of being unable to access their funds can erode trust. "Brand trust is built on reliability, predictability, and perceived integrity," Ali stated, adding that customers must feel confident the bank will safeguard their funds, provide reasonable access, and operate within understandable rules.

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Public perception could lead to concerns about customers' control over their funds, especially since initial reports used the term ‘account blocked’.

Ali believes public perception could lead to concerns about customers' control over their funds, especially since initial reports used the term 'account blocked' before clarification. While one case may not immediately tarnish Bank Mandiri's image, repeated incidents or poor communication could amplify the negative impact. The "symbolic meaning" of the case, he argues, is more significant than the amount involved, as it prompts questions about the bank's independence when facing government authority. As a state-owned bank (BUMN), Bank Mandiri's position could also foster perceptions of bias and unfairness, exacerbated by negative social media narratives like #boikotmandiri, which can harm brand preference and customer loyalty.

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The symbolic meaning of the case is more significant than the amount involved, as it prompts questions about the bank's independence when facing government authority.

While Bank Mandiri has formally complied with law enforcement requests, Ali stressed the importance of managing public perception. "Legally and procedurally, Bank Mandiri has done something right. The challenge is to explain this position so the public does not see Bank Mandiri as siding with the government," he said. He recommended that crisis communication strategies prioritize speed, clarity, empathy, and evidence to effectively address public concerns.

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Legally and procedurally, Bank Mandiri has done something right. The challenge is to explain this position so the public does not see Bank Mandiri as siding with the government.