Bank

If customers request activation of MBanking/ Internet banking account from the system, please do the following steps:

1. Ask for the account number

2. Make sure the account active

3. Verify the data (full name, ID Card number)

Solution

1. If the account is inactive, inform the customer & suggest the customer to come to the nearest branch office to 

reactivate the account number. Please bring ID Card, ATM Card/Debit card & account book (for several types of 

savings)

2. If the account is active, help the customer activate MBanking/ Internet banking account from the system & 

suggest the customer to check

Category: Inquiry  

Sub Category 1: Banking 

Sub Category 2: Activation

If customers ask how to check the remaining DC/CC balance or how to check account mutation, please do the following steps:

1. Ask for the account number

2. Make sure the account active

3. Verify the data (full name, ID Card number)

A. How to check remaining DC/CC balance

Solution

1. If the account is inactive, inform the customer & suggest the customer to come to the nearest branch office, to 

reactivate the account number. Please bring ID Card, ATM Card/Debit card, & account book -> not allowed to be 

represented

2. If the account is active, inform the customer how to check the remaining DC/CC balance via MBanking/ Internet 

banking:

 - DC: select my-info menu, then balance info

 - CC: select my-info menu, then credit card info, then balance info

B. how to check DC/CC account mutation

Solution:

1. If DC/ CC is inactive, inform the customer about it & suggest the customer to come to the nearest branch office to 

reactivate the account number. Inform to bring ID Card & Credit Card /Debit Card-> not allowed to be represented

2. If the status number is active, inform the customer how to check the DC/CC mutation via MBanking/Internet 

banking:

 - DC: select my-info menu, then account mutation

 - CC: select my-info, then credit card info, then transaction & bill

Category: Inquiry  

Sub Category 1: Banking 

Sub Category 2: Mechanism

How to activate MBanking/ Internet banking:

Solution:

1. If the account is inactive, suggest the customer to come to the nearest branch office, to reactivate the account 

number. Please bring ID Card, ATM Card/Debit card, & account book (for several types of savings) -> not allowed to be 

represented

2. If the account is active, inform the customer how to activate the MBanking/ Internet banking account by coming to 

the nearest ATM:

- MBanking: insert DC card then press pin  -> select other transaction -> click register E-banking then select MBanking  -> then enter the mobile number that will be registered MBanking  -> then enter MBanking pin in the form of 6 digit numbers  -> after that MBanking registration confirmation will be shown on the screen and the ATM will print a receipt as a proof of registration 

- Internet banking: insert DC card then press pin  -> select other transaction menu click register Internet Banking select Internet banking  -> then enter the mobile number that will be registered Internet Banking -> then enter Internet Banking pin in the form of 6 digits  -> after that Internet Banking registration confirmation will appear on the screen and the ATM will print proof of registration receipt & user ID that will be used to login to internet banking

Category: Inquiry  

Sub Category 1: Banking 

Sub Category 2: Mechanism

If customers ask how to create a new account, please do the following steps:

1. Ask customer's name & mobile number

A. Activation via MBanking

Solution:

1. Inform customer to download MBanking application on Play Store/Apple Store -> then select the menu open a new 

account -> then enter your full name & active number

2. Inform the customer to wait max 1x24 hours, one of the customer services will contact the customer via video call 

for the next process

B. Activation through branch offices

Solution:

1. Inform customers to visit the nearest branch office (bring ID Card)-> then make an initial deposit according to the 

type of savings chosen. 

Category: Inquiry  

Sub Category 1: Banking 

Sub Category 2: DC Activation Mechanism

If customer asks how to activate a new credit card, please do the following steps:

1. Verify the data (full name, ID Card number)

A. Activation via MBanking

Solution:

1. Inform to download MBanking application on the play store/apple store -> then select the admin menu -> select the 

credit card activation menu -> select the card to be activated -> Approve the clause -> then enter the credit card 

activation pin -> then a credit card success notification appears

B. Activation through branch offices

Solution:

1. Inform customers to visit the nearest branch office (bring ID card, NPWP, & Photocopy of salary slip)

Category: Inquiry  

Sub Category 1: Banking 

Sub Category 2: CC Activation Mechanism

If customers ask how to deactivate account, please do the following steps:

1. Verify the data (full name, ID Card number)

2. Ask the reason for deactivating account

A. Deactivation through Customer Service

Solution:

1. Inform the customer that the account will be automatically inactive, if there are no transactions for 3 months

2. If the customer wants to deactivate right now & requests assistance to deactivate from the system, continue the 

deactivation process from the system

3. Inform the deactivation of the system successfully

B. Deactivation through branch offices

Solution:

1. Inform the customer to visit the nearest branch office. Bring ID Card, debit card, & account book (not allowed to be 

represented)

Category: Inquiry  

Sub Category 1: Banking 

Sub Category 2: DC Deactivation Mechanism

If customers ask how to deactivate credit card, please do the following steps:

1. Verify the data (full name, ID Card number)

2. Ask the reason to deactivate CC

3. Check if there are any unpaid bills

A. Deactivation through Customer Service

Solution: 

1. If there are any unpaid bills, ask the customer to pay the bills and then the deactivation process can be assisted from 

the system

2. If there is no unpaid bill, the customer wants to deactivate right now & requests assistance to deactivate from the 

system, continue the deactivation process from the system

3. Inform the deactivation of the system successfully

B. Deactivation through branch offices

Solution: 

1. If there are any unpaid bills, ask the customer to pay the bills

2. Inform customers to visit the nearest branch office, bring ID Card & CC card (not allowed to be represented)

Category: Inquiry  

Sub Category 1: Banking 

Sub Category 2: CC Deactivation Mechanism

If customers request to block/unblock debit card from the system because card was lost/stolen, please do the following steps:

1. Verify the data (full name, ID Card number)

2. Ask the reason to block or unblock debit card

3. If customers want to block, ask when the card is lost/stolen

4. If customers want to unblock, ask for the 16-digit number on the ATM card

5. Ask the location of the lost/stolen card

A. Block ATM cards

Solution:

1. If all is okay, help block the card from the system

2. Inform the customer to visit the nearest branch office to get a new ATM card (bring ID Card, not allowed to 

be represented)

B. Unblock ATM card

Solution:

1. If everything is okay, help the customer to unblock from the system

2. Inform the customer of successful unblocking & suggest checking on MBanking

Category: Inquiry  

Sub Category 1: Banking 

Sub Category 2: DC Block/Unblock

If customers request help to block/unblock credit card from the system because card was lost/stolen, please do the following steps:

1. Verify the data (full name, ID Card number)

2. Ask the reason to block or unblock credit card

3. If customers want to block, ask when the card is lost/stolen

4. If customers want to unblock, ask for the 16-digit number on the credit card

5. Ask the location of the lost/stolen card

A. Block credit card

Solution:

1. If everything is okay, help block the card from the system

2. Inform the customer to visit the nearest branch office to get a new Credit Card (bring ID Card, not allowed to 

be represented)

B. Unblock credit card

Solution:

1. If everything is okay, help the customer to unblock from the system

2. Inform the customer of successful unblocking & suggest checking on MBanking

Category: Inquiry  

Sub Category 1: Banking 

Sub Category 2: CC Block/Unblock

If customers ask how to increase Credit Card limit, please do the following steps:

1. Ask for the 16-digit number on the Credit Card

2. Verify the data (full name, ID Card number)

3. Check if there are any unpaid bills

A. Customer Service

1. If customers have unpaid bills, inform customers to pay the bills

2. If everything is okay, ask customers about the new limit, then help make a report to the relevant team & inform the 

customers to wait 2x24 hours, the related team will review the customer's submission & customers will get a 

notification by WhatsApp, or the registered number

B. MBanking

1. If customers have unpaid bills, inform customers to pay the bills

2. If there are no unpaid bills, inform customers that they can upgrade the limit via MBanking. Open the MBanking 

application, select the M-Admin menu, select the credit card request limit menu, set the limit by selecting 

the (+) sign

3. inform the customer to wait 2x24 hours. The related team will review the customer's submission, & customers will 

get a notification by WhatsApp or the registered number

C. Branch Office

1. If customers have unpaid bills, inform customers to pay the bills

2. Inform customers to visit the nearest branch office. Bring ID Card & NPWP (not allowed to be represented)

Category: Inquiry  

Sub Category 1: Banking 

Sub Category 2: CC Up Limit

If customers ask how to decrease credit card limit, please do the following steps:

1. Ask for the 16-digit number on the credit card card

2. Verify the data (full name, ID Card number)

3. Check if there are any unpaid bills

A. Customer Service

1.  If customers have unpaid bills, inform customers to pay the bills

2.  If everything is okay, ask customers about the new limit, then help make a report to the relevant team & inform the 

customer to wait 2x24 hours, the related team will review the customer's submission & customers will get a 

notification by WhatsApp, or the registered number

B. MBanking

1. If customers have unpaid bills, inform customers to pay the bills

2. If there are no unpaid bills, inform customers can upgrade the limit via MBanking. Open the MBanking application  

=> select the M-Admin menu => select the credit card => request the limit => set the limit by selecting the (+) sign

3. Inform the customer to wait 2x24 hours. The related team will review the customer's submission, & customers will 

get a notification by WhatsApp or the registered number

C. Branch Office

1. If customers have unpaid bills, inform customers to pay the bills

2. Inform customers to visit the nearest branch office (bring ID Card & NPWP, not allowed to be represented)

Category: Inquiry  

Sub Category 1: Banking 

Sub Category 2: CC Down Limit

If customers ask for terms & conditions, and how to apply for a mortgage, please do the following steps:

1. Verify the data (full name, ID Card number)

A. Customer Service

Solution:

1. Help customers to apply for mortgages from the system by asking customers the following data:

- Full name according to ID card

- City

- Active phone number

- Active Email

- The type of mortgage to be chosen (non-subsidized mortgage or subsidized mortgage)

- NPWP number

2. Inform the customer to wait 2x24 hours, the relevant team will review the customer's submission & customers will 

get a notification by registered number

B. Branch Office

1. Inform customers to visit the nearest branch office. Bring ID Card, NPWP card, & salary slip for the last 6 months. 

(not allowed to be represented)

Category: Inquiry  

Sub Category 1: mortgage 

Sub Category 2: mortgage Mechanism

If customers ask about mortgage installments, please do the following steps:

1. Ask for customer's name & mobile number

2. Ask if the customer has an account at X bank 

3. Ask the type of mortgage the customers want to choose (non-subsidized mortgage or subsidized mortgage)

4. Ask the mortgage payment period the customer wants to choose (15 years or 20 years)

5. Ask the type of property to choose

Solution:

1. If non-subsidized mortgage, then inform:

- Down payment of 20% of the property price

- 3.7% fixed interest per month

- Fixed monthly installments (the remaining price of the property is deducted by the down payment divided by the 

payment period)

- Monthly income above 5 million rupiah per month

2. If subsidized mortgage, then inform:

- Down payment of 2% of the property price

- Interest 2.7% fixed per month

- Fixed monthly installments (the rest of the property price is deducted from the down payment divided by the 

payment time tier)

- Monthly income below 5 million rupiah per month

Category: Inquiry  

Sub Category 1: mortgage 

Sub Category 2: mortgage Installment

If customers complain about failed activation of MBanking/Internet banking account, please do the following steps:

1. Verify the data (full name, ID Card number)

2. Ask when the customer activates the MBanking/ Internet banking account

A. MBanking Activation

Solution:

1. Help customers to activate from the system

2. Inform the customer of successful activation

3. Inform the customer of the default MBanking access code abc123 

4. Suggest customers to log in to MBanking using the default access code & suggest customers to change MBanking 

access code immediately

B. Internet banking activation

Solution:

1. Help customers to activate from the system

2. Inform the customer of successful activation

3. Inform the customer about the default internet banking username: customername123, password: 123456

4. Suggest customers to login Internet banking using the informed username & password & suggest 

customers change their Internet banking password immediately

Category: Complaint  

Sub Category 1: Banking 

Sub Category 2: Activation Failed

If customers complain of problems with CC activation, please do the following steps:

1. Verify the data (full name, ID Card number)

2. Check in the system whether the data is complete/ incomplete

Solution:

1. Incomplete data, inform the customer to complete the data (copy of ID Card, and salary slip for the last 3 months)

2. If the data is complete but rejected, because the customer has not met the requirements for CC submission, 

inform the customer

- If not eligible due to age, please indicate that you are at least 21 years old

- If you do not meet the requirements due to minimum income, inform the minimum income 3 million rupiah per 

   month

Category: Complaint  

Sub Category 1: Banking 

Sub Category 2: CC Activation Failed

If customers complain that the account balance does not update, after making an incoming transaction, there is no 

additional balance, please do the following steps:

1. Verify the data (full name, ID Card number)

2. Ask the amount of incoming transaction, date of incoming transaction, incoming transaction time, & type of incoming 

transaction (interbank transfer or transfer between accounts or transfer from E-wallet)

3. Check in the system whether there are incoming transactions

4. Check in the system whether there are outgoing transactions

Solution:

1. If there are incoming transactions & balance updates, inform the customer that the incoming transaction has been 

successfully processed & the balance has been updated

2. If there are no incoming transactions, inform the customer that there are no incoming transactions & ask the 

customer to make sure the intended account number is correct

3. If there are incoming transactions & outgoing transactions after the funds come in, inform the customer about it

4. If there are incoming transactions & no outgoing transactions after the funds come in but the balance is not updated, 

help make a report to the billing team & inform the customer to wait 1x24 hours

Category: Complaint  

Sub Category 1: Banking 

Sub Category 2: DC Balance Not Update

If customers complain about reduced account balances, please do the following steps:

1. Verify the data (full name, ID Card number)

2. Ask the nominal balance reduced

3. Ask the date & time the balance reduced

4. Check in the system, is there any outgoing transactions

Solution:

1. If there is an outgoing transaction, inform the customer

2. If there is no outgoing transaction & there is indeed a balance reduction from the system, help make a report to the 

billing team & inform the customer to wait 1x24 hours

Category: Complaint  

Sub Category 1: Banking 

Sub Category 2: DC Lost Balance

If customers complain that CC limits are not updated, please do the following steps:

1. Verify the data (full name, ID Card number)

2. Ask the amount of CC limit reduction

3. Check in the system whether there are outgoing transactions

Solution:

1. If there are outgoing transactions, inform the customer

2. If there are no outgoing transactions & there is indeed a limit reduction from the system, help make a report to the 

billing team & inform the customer to wait 1x24 hours

Category: Complaint  

Sub Category 1: Banking 

Sub Category 2: CC Limit Not Update

If customers complain that there are outgoing transactions, and customers do not feel they are making the 

transaction, please do the following steps:

1. Verify the data (full name, ID Card number)

2. Ask for suspicious outgoing transaction amounts

3. Ask for the date & time of suspicious outgoing transactions

Solution:

1. If there is an outgoing transaction, you need confirmation from customers that no one else is using customer's 

ATM, MBanking, or internet banking

2. If there is an outgoing transaction & the customer informs that no one else is using the customer's ATM or MBanking 

or internet banking, help the customer make a report to the billing team & inform to wait max 1x24 hours

Category: Complaint  

Sub Category 1: Banking 

Sub Category 2: DC Suspicious Transaction

If customers complain that there is billing in CC, and they do not feel that he/ she made the transaction, please do the 

following steps:

1. Verify the data (full name, ID Card number)

2. Ask for suspicious billing amount & billing type (payment for offline or online purchases)

3. Ask for suspicious billing dates & times

Solution:

1. If there is an outgoing transaction, you need confirmation from customers that no one else is using customer's CC

2. If there is an outgoing transaction & customer informs that no one else is using the customer's CC card, help

customers make a report to the billing team & inform to wait max 1x24 hours

Category: Complaint  

Sub Category 1: Banking 

Sub Category 2: CC Suspicious Transaction

If customers complain that the auto-debit installments are more than 1 time, or the installments have not been auto-

debited, please do the following steps:

A. Installments have not been auto debited

1. Verify data (full name, ID Card number)

2. Check whether the balance is sufficient

3. Check if the auto debit date

4. Check whether customer participates in the free installment promo (X times) or not

Solution:

1. If there is a mass problem regarding auto debit, inform the customer about it & ask the customer to wait

2. If it is time for auto debit & the balance is insufficient, inform the customer & ask the customer to top up the balance. 

after that, ask the customer to contact CS again & customers will be assisted by the manual debit process from the 

system.

3. If you check the date and now it's not the time for auto debit, inform customers to wait according to the auto debit 

date

4. If the check date has exceeded the auto-debit date & the balance is sufficient, help the customer to manually debit 

from the system & inform the customer that manual debit is success

5. If the customer participates in the free installment promo (X times), please inform the customer

B. Auto debit installments more than 1 time

1. Verify data (full name, ID Card number)

2. Check if there is a debit more than 1 time

Solution:

1. If there are no debit installments from more than 1 time, inform the customer about it

2. If there are no debit installments from more than 1 time but there are other outgoing transactions, inform the 

customer about it

3. If there are debit installments more than 2 times, help make a report to the billing team and inform the customer to 

wait max 1x24 hours

Category: Complaint  

Sub Category 1: auto-debit installments 

Sub Category 2: auto-debit installments Issue