The emergence of ATMs in technological developments has provided convenience
for customers but also created loopholes in system security, such as skimming.
This study aims to examine efforts to resolve disputes between banks and
customers and analyze the responsibility of banks towards customers who have
suffered losses due to skimming. The type of research used is normative legal
research with a literature study data collection method. To resolve disputes,
customers are required to submit an internal complaint to the bank. If no
resolution is reached, customers have the right to submit a complaint through the
LAPS SJK as regulated in POJK No. 61 of 2020 LAPS SJK. The results of this
study indicate that banks have a responsibility to protect customer funds and
ensure the security of their information technology systems, in accordance with
POJK No. 11 of 2022 on the Implementation of Information Technology and
POJK No. 22 of 2023 on Consumer Protection in the Financial Services Sector.
Therefore, it can be concluded that if customers suffer losses due to skimming and
the bank is found to have been negligent in fulfilling its obligations, the bank is
required to compensate the customers.