FAQs Individual Internet Banking

1. What is an IB Individual?
   
   • IB Individual is an electronic banking service provided by CCB Indonesia so that Customers can conduct banking transactions from their account through the internet network without the need to come to the nearest branch again.
2. Who can get IB Individual facility?
   
   • CCB Indonesia individual Customers who have savings and/or current accounts.
   • Customers who only have a join account cannot open IB Individual services.
3. If the Customer only has Time Deposits, can I register for the IB Individual service?
   
   • Basically, you can, but the Customer can only see / inquiry his Deposit because the deposit account cannot be transacted.
4. What if the mobile number and / or email data has not been listed in the Customer’s CIF?
   
   • Customer must register mobile number and/or email in core banking.
5. What if the mobile phone number and/or email written by the Customer on the form is different from the core banking (or in core banking there is no mobile phone number and/or email)?
   
   • The internet banking registration process cannot be done. 
   • Customers will be asked to update data in core banking by filling out the CIF data change form in accordance with applicable provisions / procedures.
6. If the Customer has more than 1 (one) account, does the Customer have to register for internet banking services as many as the number of accounts owned?
   
   • No, the Customer only needs to register once because the entire portfolio of the Customer's account will be automatically displayed in the IB Individual. 
   • Only the account number owned by the Customer can be registered in the internet banking service.
7. How can I get a User ID and Password from CCB Indonesia?
   
   • At the time of new registration, the Customer will receive an activation code sent via SMS to the registered Customer's mobile phone number, where the activation code is used by the Customer to create a User ID and Password.
8. Can the User ID that has been created be changed?
   
   • For User IDs that have been created by the Customer themselves and are permanent, the User ID that has been created late cannot be changed.
9. Where can the Customer register, change, and terminate internet banking services?
   
   • For application for registration of internet banking facility services can be done through any branch. Meanwhile, changes and terminations of internet banking facility services are carried out at the branch where registration of internet banking facility services is carried out.
10. Can the Customer register for internet banking more than 1 (one) time?
    
    • No, if the Customer already has an active IB Individual facility*, the Customer cannot register again, unless re-registration is done after the closure of the internet banking facility previously used by the Customer.
      *) The active ones referred to here are those who are still registered in the internet banking system, including their User ID status is blocked.
11. What if the Customer forgets the password?
    
    • If the Customer forgets the password, the Customer can reset the password himself without the need to come to the Branch Office or contact the e-Channel Operation Help Desk. 
    • On the website at Internet Banking CCBI Individual, there is a forgot password function that can be used by the Customer. 
    • Then the reset password will be sent to the Customer's email.
12. What if the Customer enters the wrong password?
    
    • If the Customer enters the wrong password 3 (three) times in a row during login, the password is automatically blocked by the system.
    • Reactivation of the blocked password can be done by the Customer himself by using the password reset menu in the internet banking system. The activation code of the password reset result will be sent to the Customer's email registered at CCB Indonesia.
13. Where can I block an Individual IB?
    
    • Customers can block CCB Indonesia IB Individual through the nearest CCB Indonesia branch or through Help Desk e – Channel Operation (021) 566 3809 / (021) 566 8292
    • Block requests by Customers will be verified by the nearest CCB Indonesia Branch officer or Help Desk e – Channel Operation by asking for Customer data.
    • For block requests through the Help Desk e – Channel Operation, it can be done orally by phone, while block requests through the nearest branch of CCB Indonesia use the application form.
14. Where can I unblock the Customer?
    
    • Unblocking can only be done at the nearest branch office of CCB Indonesia where the Customer registers for Internet Banking facilities, cannot be done through the e-Channel Operation Help Desk.
    • The Customer's unblocking request is stated in the application form signed by the Customer. 
    • The nearest branch of CCB Indonesia verifies the unblocking Customer to ensure that the unblocking is done by the Customer and not someone else.
15. What is SMS OTP (One Time Password)?
    
    • SMS OTP (One Time Password) is a security code media sent by the Bank via SMS to a registered cellular phone number for activation and/or transaction. 
    • For transaction security, every transaction must be equipped with an OTP SMS in the form of a one-time password (OTP) which always changes every time you make a transaction.
16. What if the Customer's mobile number is lost, can the Customer still use the IB Individual service?
    
    • If the Customer loses the Mobile Phone, the Customer immediately notifies CCB Indonesia if the cellular phone number is lost so that it is not used by parties other than the Customer.
    • Customers can still use the IB Individual service because customers can reset the password that will be sent to the email address.
17. What if the Customer forgets the email password, can I still use the IB Individual service?
    • Email is used to receive transaction confirmation and password if the Customer resets the password. Customers can still make transactions in internet banking, but customers cannot see the transaction confirmation sent by CCB Indonesia to the customer's email, and/or password in the event that the Customer resets the password.
18. Can the Customer apply for a transaction limit different from the limit set by CCB Indonesia?
    
    • No, currently all limits follow the limits set by CCB Indonesia.
19. Can the Customer cancel the transaction?
    
    • The Customer cannot cancel an existing transaction sent/approved by the Customer, because at the same time the Bank immediately processes the instruction.
    • For transactions on periodic dates and transactions, the Customer can cancel the transaction if the transaction maturity date has not been reached. Maximum transaction cancellation is 1 (one) day before the due date.
20. For transfer transactions on periodic dates and transfers, what if the transfer date falls on a holiday or insufficient balance on the selected date/day?
    
    • Especially for SKNBI or RTGS transfers, if the selected date/day is a holiday, the transfer will be executed by the system on the next working day.
    • If the Customer's balance is insufficient on the selected date/day, the transfer will be canceled by the system.
21. What if the transaction made by the Customer fails to be carried out, while the Customer's account has been debited?
    
    • For cases like this, the Customer can contact the Help Desk e – Channel Operation to submit a complaint. The Help Desk e – Channel Operation will record the Customer's complaint and forward it to parties related to the type of transaction made by the Customer for investigation and solution. The results of the investigation will be submitted to the Customer, whose submission can be done by the Help Desk e – Channel Operation or by the branch officer.
22. Will any changes to internet banking services and internet banking service rates/fees be informed to the Customer?
    
    • For any changes to services and tariffs / fees for internet banking services will be informed to the Customer through media that can be seen by the Customer, for example in electronic mail (email), leaflet / brochure at the branch or informed on the CCB Indonesia internet banking web page.
23. Is the Individual Internet Banking transaction limit the same as the limit on CCB Indonesia ATM card?
    
    • IB Individual transaction limit is a separate limit from CCB Indonesia ATM Card limit.
24. Is it mandatory for the Customer to change the IB Individual password?
    
    • The Customer is required to immediately change the password if known by others to avoid misuse of the password by other unauthorized people.
25. What causes CCB Indonesia internet banking service to end?
    
    • When the Customer closes all accounts that can be accessed through internet banking services or at the Customer's own request.
    • There is a written report from the Customer received by CCB Indonesia regarding the suspicion or knowledge of User ID, password and token by unauthorized parties. 
    • There is a written request from the Customer to the Bank to stop using CCB Indonesia's internet banking services, as stated in the application form.
26. Where can the Customer make complaints or complaints related to the transaction made?
    
    • Customers can file complaints either to the nearest branch office of CCB Indonesia or through Help Desk e – Channel Operation (021) 566 3809 / (021) 566 8292 related to the transaction made.