Legal Protection for Customers Who Experience Losses Through The Mobile Banking Feature Service System


  • Savira Handayani Dwifa Faculty of Law, Universitas Malikussaleh
  • Marlia Sastro Faculty of Law, Universitas Malikussaleh
  • Faisal Faisal Faculty of Law, Universitas Malikussaleh



Legal Protection, Customers, Loss, Mobile Banking


The formulation of the problem in this study is about the responsibility of the bank if the customer suffers a loss and legal protection for bank customers who suffer losses due to services from the bank system on mobile banking services based on Law Number 8 of 1999 concerning Consumer Protection. The type of research used is normative juridical research, namely legal research carried out through analysis, description, and study of library materials in the form of agreement contents, laws and literature relating to the problem to be studied. Based on the results of the study, it is known that in connection with the bank's obligations to customers who experience problems with mobile banking due to a system failure that results in loss of funds in the customer's account, this is resolved by re-crediting the account with an amount equal to the loss in question. This shows that banks have accepted their responsibility as industry players to provide compensation in accordance with Article 7 of Law no. 8 of 1999 concerning Consumer Protection, which states that industrial players are obliged to provide compensation, and/or compensation in the event of a loss due to the use, manufacture, or use of goods and/or services. Suggestions that can be given to users to be more careful in using mobile banking. And to the bank the security is further enhanced.


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