Nigerians who trusted Guaranteed Trust Bank (GTBank) with their financial stability are grappling with frustration as failed transactions, delay alerts and trapped funds plague the bank’s services.
The disorder stems from a system upgrade announced by GTBank to transition to the advanced Finacle Core Banking Application System.
The upgrade, which took place between October 11 and 14, 2024, promised an enhanced customer experience powered by innovative technology.
However, instead of improved service, the upgrade has brought widespread discontent and operational setbacks.
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Customer Complaints Pile Up
Dissatisfied customers have taken to social media to share their experiences. A frustrated customer, Oladejo Samson, described his ordeal:
“This Bank has been giving heart attacks almost every day since last month. I have been complaining about an issue over and over and nothing has been done about it. It’s really disheartening. Terrible Bank of the Year so far.”
Similarly, Chioma Chizaram Bobs criticized GTBank for charging ₦6.9 per USSD transaction attempt, regardless of its success. She remarked:
“How can you people charge ₦6.9 each time your customer uses your USSD code? More worrisome, GTCO doesn’t care whether or not the transaction for which they charge is successful.”
For others, like Theresa Abashi, the unresolved issues extend to funds missing since October 29:
“All I want is for them (GT Bank) to reverse my money back to my account.”
Bank’s Response
GTBank has acknowledged the ongoing issues but has primarily directed customers to its help centers, a move that has left many dissatisfied due to the lack of timely resolutions. Customers report that contact numbers listed online rarely connect, and account officers often fail to answer calls, even when the lines eventually ring.
The situation has ignited debates about customer service, accountability, and the efficacy of system upgrades in Nigerian banking, with GTBank under increasing scrutiny.
As customers continue to endure these challenges, the bank’s reputation hangs in the balance. The question remains: will GTBank resolve these issues or risk further alienating its patrons?
