[ABSTRAK
Tesis ini membahas mengenai perlindungan hukum terhadap nasabah perbankanyang ketika melakukan transaksi tarik tunai melalui mesin Anjungan TunaiMandiri/Automated Teller Machine (ATM) tidak menerima dananya namun saldodalam rekening tetap terdebet. Tujuannya adalah untuk mengetahui bagaimanaperlindungan hukum terhadap nasabah yang mengalami kasus semacam itu danapakah peraturan perundang-undangan yang mengatur masalah tersebut telahmemadai atau belum. Data yang digunakan dalam Tesis ini mencakup dataprimer, yaitu data yang diperoleh di lapangan, yaitu hasil survey terhadap nasabahsuatu bank, wawancara dengan para informan dan data sekunder berupa data yangdiperoleh dari penelitian kepustakaan termasuk peraturan perundang-undanganyang berlaku sebagai hukum positif. Setelah data-data terkumpul, permasalahandiuraikan secara deskriptif analitis, dengan pengolahan dan analisis data dilakukansecara normatif kualitatif. Kualitatif, artinya diuraikan menurut mutu, sifat, gejala,dan peristiwa hukum yang berlaku dalam kenyataan sebagai data primer yangkemudian ditautkan secara normatif dengan data sekunder. Setelah dilakukananalisis terhadap data-data primer dan sekunder maka dapat diketahui bahwa padadasarnya hukum positif yang mengatur mengenai ATM sebagai salah satu alatpembayaran menggunakan kartu (APMK) sudah cukup banyak yang diterbitkanoleh Bank Indonesia, dari sisi ketentuan perizinan penyelenggara APMK,transparansi informasi produk, manajemen risiko penggunaan teknologi,perlindungan konsumen, dan penyelesaian pengaduan nasabah. Selain itu, OtoritasJasa Keuangan (OJK) juga telah menerbitkan peraturan untuk melindunginasabah, juga undang-undang di bidang informasi dan transaksi elektronik.Namun ternyata masih banyak pelanggaran yang dilakukan oleh bank yangmerugikan nasabah. Pelanggaran tersebut dimulai dari bentuk perjanjian antarapembukaan rekening yang merupakan perjanjian yang memuat klausula-klausulabaku yang dilarang oleh regulasi sektor perbankan dan perlindungan konsumen,manajemen risiko terutama risiko penggunaan teknologi informasi yang tidakdijaga kehandalannya, pembuktian yang sulit dan penanganan dan penyelesaianpengaduan nasabah yang masih kurang memuaskan nasabah, hingga tidak adanyaganti rugi terhadap kerugian baik materil maupun immateril dari bank kepadanasabah.ABSTRACT
This thesis discusses the legal protection of banking customers who withdrawscash through the Automated Teller Machine (ATM) but does not receive thefunds, yet the balance in the account remains debited. The objectives are toexplore the legal protection towards the customers with such cases and whetherthe laws governing the problem are adequate or not. The data used in this thesisinclude primary data, i.e. data obtained in the field, the results of a survey ofbanking customers, interviews with informants, and secondary data from lawsbeing in force as positive law and literature research. Once the data collected, theproblems were described in a descriptive analysis approach and the data wereprocessed and analyzed in qualitative normative method. Qualitative normativemeans describing the primary data by the quality, nature, symptoms, and the legaloccurrence in reality and then connecting it with the secondary data. After theanalysis of the primary and secondary data, it can be seen that basically, thepositive law governing ATM as one of the payment method using card (AlatPembayaran Menggunakan Kartu, APMK) are already sufficiently issued byBank of Indonesia, in regards to the licensing requirements of APMK issuers,transparency of information products, the use of technology risk management,consumer protection, and the settlement of customer complaints. In addition,Financial Services Authority (Otoritas Jasa Keuangan, OJK) has also issuedregulations to protect the customers, as well as legislation in the field ofinformation and electronic transactions. But there are still many violationscommitted by the bank, in which have injured the customers rights. The violationbegins from the format of the agreement upon applying for a bank account whichis an agreement containing standardized clauses prohibited by the banking sectorregulation and consumer protection; lack of risk management, and particularly therisk arise upon the use of information technology with unattended reliability;verification difficulty; and customer complaints handling and settlement that arestill not satisfactory to the customers, also the absence of compensation formaterial and immaterial damages from the bank to the customers.;This thesis discusses the legal protection of banking customers who withdrawscash through the Automated Teller Machine (ATM) but does not receive thefunds, yet the balance in the account remains debited. The objectives are toexplore the legal protection towards the customers with such cases and whetherthe laws governing the problem are adequate or not. The data used in this thesisinclude primary data, i.e. data obtained in the field, the results of a survey ofbanking customers, interviews with informants, and secondary data from lawsbeing in force as positive law and literature research. Once the data collected, theproblems were described in a descriptive analysis approach and the data wereprocessed and analyzed in qualitative normative method. Qualitative normativemeans describing the primary data by the quality, nature, symptoms, and the legaloccurrence in reality and then connecting it with the secondary data. After theanalysis of the primary and secondary data, it can be seen that basically, thepositive law governing ATM as one of the payment method using card (AlatPembayaran Menggunakan Kartu, APMK) are already sufficiently issued byBank of Indonesia, in regards to the licensing requirements of APMK issuers,transparency of information products, the use of technology risk management,consumer protection, and the settlement of customer complaints. In addition,Financial Services Authority (Otoritas Jasa Keuangan, OJK) has also issuedregulations to protect the customers, as well as legislation in the field ofinformation and electronic transactions. But there are still many violationscommitted by the bank, in which have injured the customers rights. The violationbegins from the format of the agreement upon applying for a bank account whichis an agreement containing standardized clauses prohibited by the banking sectorregulation and consumer protection; lack of risk management, and particularly therisk arise upon the use of information technology with unattended reliability;verification difficulty; and customer complaints handling and settlement that arestill not satisfactory to the customers, also the absence of compensation formaterial and immaterial damages from the bank to the customers., This thesis discusses the legal protection of banking customers who withdrawscash through the Automated Teller Machine (ATM) but does not receive thefunds, yet the balance in the account remains debited. The objectives are toexplore the legal protection towards the customers with such cases and whetherthe laws governing the problem are adequate or not. The data used in this thesisinclude primary data, i.e. data obtained in the field, the results of a survey ofbanking customers, interviews with informants, and secondary data from lawsbeing in force as positive law and literature research. Once the data collected, theproblems were described in a descriptive analysis approach and the data wereprocessed and analyzed in qualitative normative method. Qualitative normativemeans describing the primary data by the quality, nature, symptoms, and the legaloccurrence in reality and then connecting it with the secondary data. After theanalysis of the primary and secondary data, it can be seen that basically, thepositive law governing ATM as one of the payment method using card (AlatPembayaran Menggunakan Kartu, APMK) are already sufficiently issued byBank of Indonesia, in regards to the licensing requirements of APMK issuers,transparency of information products, the use of technology risk management,consumer protection, and the settlement of customer complaints. In addition,Financial Services Authority (Otoritas Jasa Keuangan, OJK) has also issuedregulations to protect the customers, as well as legislation in the field ofinformation and electronic transactions. But there are still many violationscommitted by the bank, in which have injured the customers rights. The violationbegins from the format of the agreement upon applying for a bank account whichis an agreement containing standardized clauses prohibited by the banking sectorregulation and consumer protection; lack of risk management, and particularly therisk arise upon the use of information technology with unattended reliability;verification difficulty; and customer complaints handling and settlement that arestill not satisfactory to the customers, also the absence of compensation formaterial and immaterial damages from the bank to the customers.]