Users of TapCash -- e-money issued by state-owned lender Bank Negara Indonesia (BNI) – have been complaining about top-up failures, with money being debited from their accounts despite the transactions not going through.  

“I failed to top-up my BNI TapCash, but my account had been debited,” said Esti as quoted by kompas.com on Sunday. 

In response to the complaints, BNI corporate secretary Meiliana apologized to TapCash users. She blamed the failures on poor internet connections.

“Generally, the late update of balance was caused by poor communication networks,” Meiliana said.

She called on TapCash users to make sure they had a steady internet connection when conducting top-up transactions. She also said that generally, top-up failures occurred when users were in moving vehicles.

She advised users to top-up at ATMs or TapcashGo instead.

Meiliana told TapCash users to contact BNI Call 1500046 if their accounts had been debited during top-up transaction failures. (bbn)