View
Consumer Social Intelligence Report 2023
Payment Methods
Indonesia | 01 Aug 2023 - 30 Sept 2023
The rising use of digital wallets in iGaming stimulates security discussions.
11.8k
Posts
This chart shows the number of posts from the main search query that mention specific payment methods and the % of conversations related to each method. Shares/RT are included.
Takeaways
-
Digital wallets overtook credit cards as the most discussed Payment Method. Social media users debated their safety and vulnerability regarding online transactions. As a part of this conversation, they raised concerns about money laundering. The rising use of digital wallets in iGaming fuelled the conversation following reports of the Financial Services Authority (OJK) detecting transaction anomalies in e-wallet accounts used by online gambling operators.
-
News outlets covered research that found that Gen Z increasingly favours digital wallets as a payment method due to the simplicity, efficiency, and security associated with contactless digital payments.
-
Credit cards remained a popular choice due to their ease of use and good security compared to other payment methods, such as using online loan services. However, concerns lingered: a major bank launched an awareness campaign about e-skimming, a method in which hackers use malware to steal credit card details and personal data.
-
Social media users expressed doubts about the security of Indonesia’s online banking infrastructure, leading to an erosion of public trust as people felt that banks did not meet expectations when addressing fraud concerns. Other users recommended brick-and-mortar banks over digital providers, citing increased security and better problem resolution due to direct communication with bank personnel.
Users embrace new electronic payment methods, including electronic money cards, but urge vigilance against fraud.
Trending/fading words and phrases – Payment Methods from August ‘23 – September ‘23
Fading
Trending
This word cloud shows the most common words and phrases from the time period. The larger the word/phrase, the more often it appeared over time. Words/phrases on the left are "fading" (used less) and those on the right are "trending" (used more).
What People Are Saying
Consumer Social Intelligence Report 2023
Fraud Types
Indonesia | 01 Aug 2023 - 30 Sept 2023
Increasingly sophisticated impersonation scams deceive even tech-savvy customers.
15.7k
Posts
Chart displays fraud risk types and their percentage of conversation in posts related to the main search query. Shares/RTs included.
Takeaways
-
Identity theft/phishing conversations remained the most widely discussed Fraud Type, with 84% of conversations in this category. One thread discussed a fraudulent WhatsApp message claiming the users’ accounts had been frozen. Posing as representatives of the financial provider, the scammers allegedly tricked their victims into sharing personal information to reactivate their accounts.
-
Older adults, often considered less digitally adept, remained prime targets in August – September. One Twitter user reported how their mother had received multiple calls from an unknown number, leading to her divulging her e-wallet account information and unknowingly facilitating the transfer of funds to an unknown bank account. Reporting the scam and retrieving the stolen sum proved challenging.
-
Other reports concerned bogus charity appeals, including a scheme in which a scammer sought donations for a sick child using convincing pictures and documents.
-
Even digitally aware users admitted to being deceived by increasingly convincing scammers. In one example, scammers posing as bank customer service representatives offered cashback rewards and requested personal details to “activate the reward scheme”. Victims pointed out the sophistication of the scheme, with the scammers sounding professional and “not like other fraudsters”.
-
Established scams continued to ensnare new victims, such as malware disguised as links in WhatsApp messages and digital wedding invitations, romance scams exploiting emotional connections for money or personal data later used for criminal purposes, and fraudulent freelance job offers promising high rewards for simple tasks.
Many phishing scams involve criminals impersonating financial providers.
Trending/fading words and phrases – Types of Scam from August ’23 – September ‘23
Fading
Trending
This word cloud shows the most common words and phrases from the time period. The larger the word/phrase, the more often it appeared over time. Words/phrases on the left are "fading" (used less) and those on the right are "trending" (used more).
What People Are Saying
Consumer Social Intelligence Report 2023
Fraud Prevention
Indonesia | 01 Aug 2023 - 30 Sept 2023
People feel financial institutions and authorities could do more to combat fraud.
3k
Posts
Chart shows consumer protection actions and % of related conversation. Shares/RTs included.
Takeaways
-
Secured payment methods, accounting for nearly half of all Fraud Prevention conversations, saw customer complaints about digital banking security vulnerabilities. Demands for improved account security were common, with one customer reporting a multimillion-rupiah loss and blaming the provider for weak security.
-
Some victims accused certain financial institutions of not taking their cases seriously enough. One user had fallen victim to an Instagram ad leading to fraudulent WhatsApp messages, resulting in a substantial loss. She claimed her e-wallet provider had deemed her report of the issue invalid.
-
Data privacy comprised a quarter of Fraud Prevention discussions, focusing largely on banking data breaches and the perceived inability of financial organisations to prevent such incidents.
-
Fraud response and resolution conversations expressed disappointment with government agencies and financial institutions as users felt a lack of seriousness in handling victims’ reports.
-
Authorities were also reported to have achieved some successes, such as apprehending the perpetrators of a romance scam.
Customers are urged only to trust information from verified accounts.
Trending/fading words and phrases – Fraud Prevention from August ’23 - September ‘23
Fading
Trending
This word cloud shows the most common words and phrases from the time period. The larger the word/phrase, the more often it appeared over time. Words/phrases on the left are "fading" (used less) and those on the right are "trending" (used more).
What People Are Saying
