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All Journal LEGAL BRIEF
Anjani Sipahutar
Universitas Al-Azhar Medan, Indonesia
Law, Crime, Criminology & Criminal Justice

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Legal Protection for Customers Against Loss of Funds Due to Online Fraud in Mobile Banking Services Reviewed from Law Number 8 of 1999 on Consumer Protection Sindi Sindi; Anjani Sipahutar; Apri Amalia
LEGAL BRIEF Vol. 15 No. 4 (2026): Law Science and Field
Publisher : IHSA Institute

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/legal.v15i4.1706

Abstract

This study analyzes legal protection for customers against loss of funds due to online fraud in mobile banking services under Law Number 8 of 1999 on Consumer Protection. The background is the rapid digitalization of banking, which brings risks such as phishing, social engineering, OTP misuse, and account hacking. This study uses normative legal research with statutory, conceptual, and case approaches, drawing on primary, secondary, and tertiary legal materials analyzed qualitatively. The results show that customer protection is both preventive and repressive, based on the Consumer Protection Law, Banking Law, ITE Law, PDP Law, and OJK regulations. Bank liability is not absolute; it depends on the cause of the loss. If the loss arises from system weaknesses or bank negligence, the bank may be held liable. Conversely, if the loss occurs because the customer voluntarily provided authentication data to fraudsters, the bank’s liability is limited. Legal remedies include internal bank complaints, OJK facilitation, BPSK dispute resolution, and litigation. This study concludes that a balanced approach is needed, strengthening system security, customer education, and clear compensation mechanisms
Co-Authors Amalia, Apri Sindi Sindi