PT Bank Negara Indonesia (Persero) Tbk, or BNI, has confirmed that the registration and activation process for a Smart Indonesia Program (PIP) account for a student at BNI Lubuk Pakam has been completed. All necessary steps and requirements have been met, allowing the account activation process to be completed.
The explanation was given following the circulation of a video on social media showing a student arriving at BNI Lubuk Pakam in a sick condition using an ambulance and a patient bed.
BNI Corporate Secretary Okki Rushartomo stated that BNI expressed its concern over the situation experienced by the students and their families. The company understands the public's concern over this incident and ensures that officers have provided explanations and assistance throughout the service process.
"We have assisted in completing the entire registration and activation process for the student's PIP account. BNI officers assisted the family through every step of the process until the entire process was successfully completed," Okki said in a written statement.
Okki explained that the incident was related to the PIP account registration and activation process. From the beginning, officials had conveyed to the family that the process did not need to be rushed, considering that the implementation period would last until the end of 2026 and considering the student's current health condition.
The officer also explained that the activation process could continue once the student’s condition improved. When the family returned later that same day to continue the process, the officer explained that the student could remain in the ambulance if his or her condition did not yet allow him or her to enter the branch office.
"The student's presence in the ambulance and patient bed was not at the request or direction of any of BNI officers. The family had previously been informed that the activation process could still be completed within the allotted timeframe," Okki said.
As the family proceeds with the activation process, BNI officer continues to provide guidance and assist with completing all the necessary steps. Once the requirements are met, the account activation process can be completed.
BNI also has service mechanisms in place for customers with health conditions or special needs. If necessary, services can be coordinated so that staff members can meet with customers by prior arrangement and appointment, while still adhering to regulations, safety protocols, and verification requirements for each service.
“For customers with specific circumstances, family members can coordinate with the branch office in advance so that the most appropriate form of service can be arranged. This step is important to ensure that the service process remains safe, convenient, and compliant with applicable regulations,” explained Okki.
BNI reaffirms its commitment to continue providing excellent, customer-centered service that complies with regulations to all customers, including beneficiaries of government programs.
As part of its efforts to improve service quality, BNI will continue to evaluate service standards across all its business units, particularly for customers with health conditions or special needs. These evaluations are conducted to ensure that every service is provided safely and comfortably, while taking into account the individual circumstances of each customer.
BNI urges the public to ensure that all information received or shared has been verified to avoid misunderstandings. For more information about BNI’s services, please call BNI Call at 1500046.