Perlindungan Hukum terhadap Konsumen Akibat Wanprestasi Penyedia Layanan E-Toll Ditinjau dari Undang-Undang Perlindungan Konsumen dan Peraturan Bank Indonesia tentang Penggunaan Uang Elektronik

The use of e-Toll cards as electronic payment instruments provides convenience and efficiency for toll road users. However, system failures, double debits, unsuccessful transactions despite balance deductions, and delays in refunds or complaint handling may cause consumer losses. These conditions raise legal issues concerning service providers’ contractual obligations and consumer legal protection. This study aims to analyze forms of breach of contract by e-Toll service providers, consumer rights and legal protection, and dispute resolution mechanisms. This research employs normative legal research using a statutory approach. Legal materials consist of primary, secondary, and tertiary sources obtained through literature study and analyzed qualitatively using deductive reasoning. The results indicate that breaches of contract include failure to perform obligations, improper performance, and delays, particularly in payment services, double debits, balance deductions without successful transactions, and delayed refunds or complaint handling. Legal protection is provided through the Consumer Protection Law and Bank Indonesia regulations concerning electronic money and payment service providers, particularly regarding consumer rights to security, accurate information, complaint handling, dispute resolution, and compensation. Disputes may be resolved through internal complaint mechanisms, out-of-court mechanisms such as the Consumer Dispute Settlement Agency (BPSK), or litigation. Effective consumer protection depends on regulatory compliance and accessible remedies for consumer losses. These mechanisms are essential to restore consumer rights and strengthen legal certainty in electronic payment transactions.