TEMPO.CO, Jakarta - Corporate Secretary of Bank Mandiri Rohan Hafas, apologized for the incident of massive error that affected the bank's customers' balance amount, causing it to display zero amount. Rohan asserted that the incident occurred on 10 percent of the bank's total customers and was caused by an error in the bank's system.
"I extend an apology about the changes in the balance amount of the customers. Currently, we would like to inform and confirm that the changes occurred during the transfer process from the core system to the backup system routinely done at the end of every day," Rohan said during a press conference at Plaza Mandiri in Central Jakarta on Saturday, July 20, 2019.
Rohan assured that despite the changes in the balance amount, Bank Mandiri's customers' savings will remain save and will be reverted to normal condition.
Rohan also welcomed customers who wanted to check their saving account to Bank Mandiri branch offices. He requested customers to remain calm and not be provoked by irresponsible parties.
"Once more, we apologize and we will make sure the customers' account are safe," Rohan said.
Previously, many customers of Bank Mandiri complained about the changes in the amount of their balance to zero or even receives additional amount without prior notification.
One of the customers complaint through the Twitter account @SPUTERA, saying that his/her account does not show the correct debit and credit amount.
Another customer complained because his/her balance amount turned to zero Rupiah and had contacted Bank Mandiri's official Twitter ccount.
"@bankmandiri Min, why my balance is zero Rupiah?," the customer wrote through the Twitter account @nnaLna.