Customers of Guaranty Trust Bank (GTBank) have faced significant frustration and confusion over the past ten days due to a recent technological upgrade implemented by the bank.
On Friday, October 11, 2024, GTBank announced the transition to an advanced Finacle Core Banking Application System, with the upgrade scheduled to conclude by Monday, October 14. However, the rollout did not proceed as planned, leaving many customers unable to transfer funds to or from other banks.
Numerous customers reported delays in transfers to GTBank accounts from external institutions, with some funds remaining stuck for days. Complaints flooded in as customers struggled to manage their finances, prompting the bank to issue apologies and assurances. Nonetheless, dissatisfaction remained high among the customer base.
Discontented clients took to social media platform X (formerly Twitter) to express their frustrations. One user, KingKay, tweeted: “What @gtbank is doing can lead to loss of lives… People’s livelihoods are being withheld for weeks because they bank with GTB… Hospital bills, salaries, money for feeding… all these are being withheld for weeks because of one very stupid upgrade!!! @cenbank.”
Another customer, Okoh Paul Okoh, expressed his outrage, urging others to boycott the bank: “For your peace of mind and safety! Do boycott @gtbank and @cenbank. Keep ignoring, walai you all will never end well! Now they have changed the name narrative.”
Mukhtharr recounted a troubling experience: “I made a transfer to one Emmanuel, it failed but I was debited. I requested a reversal, and for 11 days, no response. Yesterday, I got a reversal in the form of a transfer from a personal account. What’s happening? @gtbank_help.”
Joseph Akinsanya also sought assistance on the platform, stating, “@gtbank @cenbank I sent 10,000 on two occasions on Saturday, 19th of this month. The transaction was not successful, yet you debited me 20,000. Kindly help me out with this; I have DM’d you already.”
Mr. El-Bonga demanded accountability from regulatory authorities: “Dear @cenbank, what are you doing regarding the egregious incompetence demonstrated by GTBank and the likes of Zenith? Customers deserve to be treated with respect. They deserve compensation. There should be punishment for ineptitude.”
Another user, @lohiii_, lamented, “It’s been FIVE entire days, and GTBank still hasn’t addressed or resolved this issue or even bothered to communicate with their customers. This level of negligence is beyond frustrating & completely unacceptable.”
Ezra Olubi noted the disconnect between the bank’s public announcements and the reality experienced by customers: “Funny how GTBank’s online victory laps about the ‘successful’ core banking update are very much divorced from the reality of its customers.”
As of now, GTBank’s operations are gradually returning to normal; however, some customers still encounter issues with the bank’s digital services, including the mobile app and USSD functionalities.
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