PT Bank Central Asia Tbk (BCA) is the largest private bank in Indonesia that has
been very well known in providing services to customers, so it is not surprising that
BCA often gets awards for its services. Bank BCA has a variety of service products,
one of which is mobile banking. Mobile banking is an electronic application created
by Bank BCA that aims to facilitate customers in making transactions. The use of
mobile banking does not always run well and smoothly because there are cases in
it. one of the real cases related to mobile banking is the case that occurred in 2023
experienced by Evita from Salatiga who lost Rp. 68,500,000 through QRIS
transactions. this research aims to examine and analyze the Implementation of
POJK Regulation No.22 of 2023 Against Mobile Banking User Customers at BCA
Bank. This research uses a statutory approach and a case approach. The results of
this study indicate that Bank BCA has carried out responsibility for customers
affected by phishing in Bank BCA mobile banking as evidenced by providing
assistance and supporting all ongoing legal processes and being able to prove that
the mistake was not from Bank BCA. The author's suggestion in this case is to
increase education and socialization to customers, adjust technology for customer
convenience and strengthen security systems and incident response