SUMUTONE.COM | MEDAN — A dispute over allegedly missing customer funds at state-owned PT Bank Tabungan Negara (Persero) Tbk (BTN) has resurfaced after Linawati, a bank customer, claimed that approximately Rp17 billion held in two accounts had not been fully returned, despite a former bank employee having been sentenced to prison.
The funds reportedly consisted of approximately Rp10 billion held in the name of her late husband and another Rp7 billion in Linawati’s own name. According to her account, the issue first came to light on July 29, 2022, and the dispute over the return of the money remains unresolved.
Linawati shared her experience on the Leon Hartono YouTube channel. She said the money represented her personal savings for retirement, including assets inherited from her late husband.
“This money was my personal savings for retirement, including the inheritance from my husband,” Linawati said in the video, which was accessed on Sunday, October 11, 2026.
According to the family, the funds had been deposited gradually through Real-Time Gross Settlement (RTGS) transactions over approximately one year. RTGS is an electronic funds transfer system that settles transactions individually through Bank Indonesia.
Transfer Attempt Led to Discovery of the Dispute
Linawati said the problem emerged when she attempted to transfer all her funds to an account at Bank Central Asia (BCA). She claimed the bank advised her to make the transfers in stages. However, when she attempted to proceed with the transaction, the transfer could not be processed.
“When I arrived at the bank, it turned out that the transfer could not be made,” Linawati said.
Following further inquiries, the family claimed to have discovered a banking account or product called Investa that had allegedly been created without Linawati’s knowledge. The discovery raised questions about the account-opening process and the transactions associated with the product.
“The total loss at BTN was approximately Rp17 billion. There were two accounts, one in my late husband’s name and the other in mine,” she said.
The family has also questioned several transactions that they believe were conducted without Linawati’s presence. Previous reports cited dozens of account entries, teller transactions, and banking documents whose signature authenticity was disputed by the family.
These allegations have raised questions about the handling of customer accounts and the verification procedures applied to the disputed transactions.
Former BTN Employee Sentenced to Three Years in Prison
The case subsequently entered the criminal justice system. BTN reportedly filed a complaint with the Jakarta Metropolitan Police (Polda Metro Jaya) against its former employee on May 4, 2023.
On March 13, 2024, the East Jakarta District Court sentenced the former employee to three years in prison and imposed a fine of Rp200 million.
However, the criminal conviction has not fully resolved the dispute over the funds claimed by Linawati. Efforts to recover the money are also continuing through civil proceedings.
BTN has stated that the civil case remains ongoing. During the proceedings, a difference emerged between the family’s claim of approximately Rp17 billion and the principal amount cited in the latest civil lawsuit, reportedly around Rp7.26 billion.
The two figures should not automatically be treated as equivalent. The difference requires clarification through the relevant court documents and official explanations from the parties involved.
Customer Says She Is Exhausted After Years of Seeking Repayment
Linawati said she was exhausted after spending nearly four years pursuing the return of the money. She emphasized that the funds had been accumulated gradually and represented an important part of her financial security.
“I collected that money one cent at a time. How could money go in so easily, like a piggy bank, but then it could not come out?” she said.
She also expressed frustration over repeatedly having to pursue the matter.
“I am so, so, so exhausted from having to go back and forth,” she said.
The dispute has once again highlighted the importance of transparency in banking operations, proper account verification, and certainty in resolving customer complaints.
For Linawati, the criminal sentence against the former employee has not brought the matter to a close. Her primary demand remains the recovery of the funds she claims belong to her and her late husband.
The final outcome of the repayment dispute will depend on the ongoing legal process and the clarification of the claims made by the parties involved.
