Mandiri Call FAQ

What is Mandiri Call?

Mandiri Call is a way to perform banking transactions by phone.

What are the requirements to register as Mandiri Call user?

The requirements : The Customer of Bank Mandiri who holds a saving account or rupiah giro account and has Mandiri card.

Where can registration for Mandiri Call be performed?

  • Registration for Mandiri Call can only be performed via ATM.
  • The steps are as follows:
    • Insert the Mandiri Debit Card
    • Select Language to be used
    • Enter the PIN of Mandiri Debit Card
    • In the Main Menu, select “E-Banking Registration”
    • Select “Call Center”
    • Select “Initial Registration”
    • Select “Agree” on the terms and conditions
    • Enter 6 (six) digits (as Phone Banking PIN)
    • Reenter the PIN (for confirmation)
    • The following message will appear: “You have successfully registered for Mandiri Call”

What is the phone number of Mandiri Call?

14000 atau (021) 5299-7777

Who is responsible for the cost of access to Mandiri Call?

The caller

How much is the cost of access to Mandiri Call?

  • For access to 14000 from Fixed Phone, local tariff applies
  • For access to 14000 from Mobile Phone, flat tariff (per minute) applies as follows:
    • Telkomsel Halo Card Rp.1.200,-
    • Simpati Card Rp.1.800,-
    • Indosat (Postpaid/Prepaid) Rp.1.700,-
    • StarOne (Jkt) Rp. 260,-
    • XL (Postpaid/Prepaid) Rp.1.700,-
    • Fren (Postpaid/Prepaid) Rp.1.200,-
    • Flexi (Jkt) Lokal
    • Esia (Jkt) Lokal
  • For access to (021) 52997777, Telkom tariff (long distance direct call) applies

Is it secure to use Mandiri Call?

Yes.

  • Each instructed transaction will not be processed without your confirmation and approval.
  • Each transaction will be provided with reference number to be used for inquiry or in the case of a problem related to the transaction.

What transactions can be done via Mandiri Call services?

Transactions that can be done via Mandiri Call services are listed in the service features page.

If I forget my PIN, can I ask for a new one?

No. You can’t. If you forget your PIN:

  • Call Mandiri Call at 14000 or (021) 5299-7777
  • Ask the officer to delete the Mandiri Call service
  • Re-register for Mandiri Call via ATM after 1 working day (the following day after the data has been deleted).

If I enter the wrong PIN, will the Phone Banking service be blocked?

If you enter the wrong PIN 3 (three) times successively, the Phone Banking service will be blocked. If you enter the wrong PIN successively in the first 2 (two) times and the right one in the third time, the Mandiri Call service will not be blocked and the counter of wrong PIN will be reset to 0.

Can I ask for a temporary blockage of the Mandiri Call service?

Yes. You can. (through ‘Suspend’ process)

Can I ask to reactivate the Mandiri Call service?

Yes. You can. (through ‘Suspend Reactive’ process)

How to register my account for Mandiri Call service?

  • When a customer registers for Mandiri Call via ATM, all accounts accessible by the ATM card will be automatically registered to the Mandiri Call service.
  • Under this service, the account is divided into 2 groups as follows:
  • Own Account
    • Own account means the account in one CIF. If you want to add you account that is not accessible by ATM in the Mandiri Call service, you must visit the Branch Office where CIF is opened or via Mandiri Call 14000 or 021-52997777
    Destination Account List
    • It consists of third party accounts. If you want to add a third party account to this service, you simply register via ATM.
    • The procedure:
      • Insert the Mandiri Card Mandiri Debit Card
      • Select Language to be used
      • Enter the PIN of Mandiri Card
      • In the Main Menu, select “E-Banking Registration”
      • Then select “Mandiri Call”
      • Then select “Transfer Destination Registration”
      • Type 13 digits of the account number
      • “Confirmation of Transfer Destination Account Number Registration” will appear on the screen. Select “Confirm”.
      • Then type the PIN of Mandiri Card
      • Select “Finish”
      • The following message will appear on the screen: “Registration of Destination Account Number Has Been Successfully Done”.

Can a registered own account be cancelled?

Yes it can. The procedure: The Customer visits the Branch Office where CIF was issued (The Branch Office where the account was opened for the first time) or via Mandiri Call 14000 atau 021-52997777

Can a registered destination account be cancelled?

Yes it can. The procedure: The Customer visits the Branch Office where CIF was issued (The Branch Office where the account was opened for the first time) or via Mandiri Call

How to register a Phone or Mobile Phone Number for bills payment or purchase of cellular voucher via Mandiri Call?

  1. Registration of Phone/Cellular phone for Bill Payment. How:
    • Insert the Mandiri Card or Mandiri Debit Card
    • Select Language to be used
    • Enter the PIN of the Mandiri Card or Mandiri Debit Card
    • In the Main Menu, select “E-Banking Registration”
    • Then select “Mandiri Call”
    • Then select Registration of “Phone/Cellular Phone Payment/Purchase”
    • Then select “Post Paid”
    • Enter area code and number of phone or Cellular Phone
    • Select confirmation “Correct”
    • The following message will appear on the screen: “Payment/Purchase via Mandiri Call has been completed”.
  2. Registration of Phone/Cellular Phone for the purchase of Cellular Phone voucher. How:
    • Insert the Mandiri Card or Mandiri Debit Card
    • Select the language to be used
    • Enter the PIN of the Mandiri Card or Mandiri Debit Card
    • In the Main Menu, select “E-Banking Registration”
    • Then select “Mandiri Call”
    • Then select Registration of “Phone/Cellular Phone Payment/Purchase”
    • Then select “PRE PAID”
    • Select the Type of Prepaid Card
    • Enter the Cellular Phone Number registered as Mandiri Call User
    • Select confirmation “Correct”

The following message will appear on the screen: “Registration of Payment/Purchase Destination via Mandiri Call has been completed”.

If ATM card is lost, will it affect the Mandiri Call service?

If ATM card is lost, it will affect the Mandiri Call service because Mandiri Card number is used as User ID. Follow up: - Contact Mandiri Call 14000 or 021-5299-7777 - Ask for deletion of Mandiri Call – Re-register for Mandiri Call via ATM using the new ATM card.

How many accounts can be registered in the own account list or account destination list?

The number of own accounts that can be registered at Mandiri Call service is 8 (eight) accounts and so is the destination accounts.

How much is the transaction limit for transfer between own accounts at Mandiri Call?

Transfer transaction limit between own accounts: Rp. 100.000.000,00 ( One Hundred Million Rupiah) per day

How much is the transaction limit for transfer to the third party/destination account at Mandiri Call?

Transaction limit to the third party/destination account is: Rp.10,000,000.00 ( Ten Million Rupiah) per day

How much is the transaction limit for bill payment at Mandiri Call?

Transaction limit for bill payment is: Rp. 10.000.000.00 ( Ten Million Rupiah) per day

How much is the purchase transaction limit (purchase of cellular voucher) at Mandiri Call?

Purchase transaction limit (purchase of cellular voucher) is: Rp. 10.000.000.00 ( Ten Million Rupiah) per day

Berapa limit transaksi pembelian (pembelian pulsa isi ulang) pada layanan Mandiri Call ?

Limit transaksi pembelian (pembelian pulsa isi ulang) adalah : Rp. 10.000.000,00 (Sepuluh Juta Rupiah) per hari.

Can I register deposit account at Mandiri Call service?

Yes you can, but only at own account list.

Can I register loan account at Mandiri Call service?

Yes you can, but only at own account list.

Can I register for Mandiri Call using Mandiri Card?

Yes you can.

Can I register for Mandiri Call using Mandiri Visa CREDIT Card?

No, You cant.

Can I register for Mandiri Call Service using ATM Himbara/Link?

No you can’t. Registration for Mandiri Call service can only be performed via Bank Mandiri ATM.

Can I perform Mandiri Call transaction from out of town?

Yes. You can, Contact Mandiri Call at 14000 or (021) 5299-7777

Can I perform Mandiri Call transaction from abroad?

Yes. You can, Contact Mandiri Call at (62) (021) 5299-7777

Can I perform Mandiri Call transaction using my Cellular Phone?

Yes. You can., Contact Mandiri Call at 14000 or (021) 5299-7777

If a Customer selects a wrong source/destination account when making a transfer, can the transaction be cancelled/reversed?

No. it can't

A customer fails to perform a transfer transaction.

  • Identify the customer (mother’s maiden name, Mandiri Card number, date of birth, address, etc.)
  • Ask when the transaction was carried out (date and hour)
  • Identify the source account number
  • Identify the destination account number
  • Identify the nominal amount transferred
  • Identify the transaction code/error code
  • Check the accounts on BDS screen to ensure that the transaction really failed
  • If the transaction really failed, follow up the matter through the Internet/Mobile Banking Mandiri (Reconciliation)

Can payment transaction (Telkom and Postpaid and Prepaid) directly be done if I have been registered as the user of Mandiri Call services?

No. It can’t. Even if the customer has been registered as the user of Mandiri Call services, the customer has to register the number of his Mobile Phone or Telkom to be paid via ATM.

How are the steps of registering the number of Mobile Phone or Telkom to be paid via ATM?

- Prepaid Mobile Phone (Purchase of voucher of refill phone credit)

  • In the Main Menu, select “E-BANKING REGISTRATION”
  • In the E-Banking Service menu, select “MANDIRI CALL”
  • In the Registration Type menu, select “PAYMENT DESTINATION REGISTRATION”
  • In the Registration menu, select “PHONE/CELLULAR PHONE PAYMENT/PURCHASE”
  • In the ‘Please Select Payment/Purchase’ menu, select “PREPAID”
  • In the ‘Prepaid Card Type’ menu, select “MENTARI or SIMPATI or PROXL or IM3 SMART"
  • In the ‘Please Enter Phone/Cellular Phone Number for Payment/Purchase List’ menu: INPUT or ENTER CELL PHONE NUMBER TO BE TOPPED UP
  • Click CORRECT if the input Cell Phone Number is correct or click WRONG if the input number is wrong, then input the correct Cell Phone number and then click CORRECT
  • In the menu of Confirmation of Registration for Mandiri Call Payment, MAKE SURE:
    • PAYMENT TYPE : Description of Cell Phone Number tbe topped up (Mentari/IM3Smart/ProXL/Simpati))
    • PAYMENT NUMBER : Cell Phone Number to be paid or topped up

If all are correct, click CORRECT

- Postpaid Cell Phone (Cell Phone Bill Payment

  • In the Main Menu, select “E-BANKING REGISTRATION”
  • In the E-Banking Service menu, select “MANDIRI CALL”
  • In the Registration Type menu, select “PAYMENT DESTINATION REGISTRATION”
  • In the Registration menu, select “PHONE/CELLULAR PHONE PAYMENT/PURCHASE”
  • In the ‘Please Select Payment/Purchase’ menu, select “POSTPAID”
  • In the ‘Please Enter Phone/Cellular Phone Number for Payment/Purchase List’ menu: INPUT or ENTER CELL PHONE NUMBER TO BE PAID
  • Click CORRECT if the input Cell Phone Number is correct or click WRONG if the input number is wrong, then input the correct Cell Phone number and then click CORRECT
  • In the Mandiri Call Registration Confirmation menu, MAKE SURE:
    • PAYMENT TYPE : Description of Cell Phone Number to be paid (Telkomsel/Satelindo/IM3/Exelcomindo)
    • PAYMENT NUMBER : Cell Phone number to be paid

If all are correct, click CORRECT

Can I register Phone/Cell Phone Number to be paid via ATM Link?

No you can’t, It can only be done via Mandiri ATM.

What if I enter the wrong Phone/Cell Phone Number when registered as payment destination account?

Contact Mandiri Call 14000 or (021) 52997777 for deletion of the wrong Phone or Cell Phone number.

What if I enter the wrong Phone/Cell Phone Number when doing payment transaction via Mandiri Call?

Transaction will be rejected, and there will be a message that “Cell Phone/Phone Number has not yet been registered” (because the payable Cell Phone/Phone Number is only that already registered via ATM)

If I buy refill voucher via Phone Banking, will the voucher be topped up instantly?

Yes. The voucher will be topped up instantly (Real time)

If the voucher is not topped up, what should be done?

Check the customer’s transaction mutation, whether or not the account has been debited. If it has been debited but the voucher is not yet topped up, report it to the ATM Operation (Ext. 3770 or (3772)

How long will it take to settle the case where the voucher is not topped up but the account is DEBITED?

Depends on the Telcom: - Particularly with Satelindo, the account will be corrected or re-CREDITED (voucher refill will be cancelled) – Telkomsel, IM3 and ProXL: The voucher will be topped up or processed not later than H+2.

What denomination is available for voucher refill at Mandiri Call?

Available denomination : SimPATI 1. Rp. 50.000 2. Rp 100.000 3. Rp 150.000 4. Rp 200.000 5. Rp 300.000 6. Rp 500.000 7. Rp 1.000.000 Mentari 1. Rp 100.000 2. Rp 250.000 3. Rp 500.000 4. Rp 1.000.000 IM3 Smart 1. Rp 75.000 2. Rp 100.000 3. Rp 150.000 4. Rp 500.000 XL Bebas of regular Package: Not yet in use / under development 1. Rp 25.000 2. Rp 50.000 3. Rp 75.000 4. Rp 100.000 5. Rp 150.000 6. Rp 200.000 7. Rp 300.000 8. Rp 500.000

Is there a limitation for registering the number of Mobile Phone or Telkom to be paid?

None

Can I identify the Cell Phone or Telkom Number that has been registered as payment destination account?

Yes you can. Please contact Mandiri Call 14000 or (021) 52997777 (via Payee List menu at Mandiri Call Menu Icon)

Can I know the amount to be paid?

Yes you can. The billed amount will be mentioned during payment transaction.

What are the steps for voucher purchase via Mandiri Call?

The steps are as follows: 1. Press Mandiri Call No. (021)-5299-7777 2. Press 1 (Banking Information) 3. Press 1 (Banking Transaction) 4. Enter 16 digits of Mandiri ATM/Debit card number 5. Enter 6 digits of Mandiri Call PIN 6. Press 5 (Purchase) 7. Enter the number of the Cell Phone to be topped up (which must have been registered via ATM) 8. Select the voucher denomination to be purchased 9. If CORRECT is confirmed, press 1 and if it is WRONG, press 2 and then repeat the transaction. 10. FINISH

What are the steps for TELKOM payment via Mandiri Call?

The steps are as follows: 1. Press Mandiri Call No. 14000 or (021)-5299-7777 2. Press 1 (Banking Information) 3. Press 1 (Banking Transaction) 4. Enter 16 digits of Mandiri ATM/Debit card number 5. Enter 6 digits of Mandiri Call PIN 6. Press 4 (Purchase) 7. Press 1 for PHONE payment 8. Enter the Area Code and Number of the Phone to be paid and end it with #. 9. FINISH

What are the steps for CELL PHONE payment via Mandiri Call?

The steps are as follows: 1. Press Mandiri Call No. 14000 or (021)-5299-7777 2. Press 1 (Banking Information) 3. Press 1 (Banking Transaction) 4. Enter 16 digits of Mandiri ATM/Debit card number 5. Enter 6 digits of Mandiri Call PIN 6. Press 4 (Purchase) 7. Press 2 for CELL PHONE payment 8 . Enter the number of CELL PHONE. 9. FINISH

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