Currently, the verdict of many bank customers is that Guaranty Trust Bank, a tier one bank operated by the Guaranty Trust Holding Company PlC, is now the shadow of its old self.
Nigerians showed understanding and demonstrated patience when the services of the bank that once set the pace in innovation, were disrupted because it was upgrading its core banking application between October 11 and October 14, 2024.
With the upgrade, GTB or GTCO sought to enhance its operational efficiency. But the harsh and painful realities that customers currently face eloquently mock whatever efforts the financial institution put into the upgrade.
On social media and in the streets, customers are saying what GTB deals them include failed transactions, debits on their accounts despite failed or delayed cash transfers, USSD code failure, failure to get credit/debit notifications, etc.
P. M News has visited the Facebook page of GTCO and observed that there is no let up in the the spate of comments by customers who keep complaining about the wishy-washy performance of the bank.
A customer, Adedeji Caroline Abiola-Oni,wrote in one of the comment sections of the GTCO Facebook page: “I did a transaction yesterday from my Gtb account to Wema bank. I have been debited and that person has not been credited since yesterday.”
Another customer, Babatunde Folayan, stated: “I make a transfer since November 1 and the person didn’t get the fund and didn’t get reverse till now. I have called customer service different times; they keep telling me different thing that I will get it the following day. But till now have not gotten reverse. Please I need my funds. This just affects my business”
Yet another distraught customer, Faleye Omolola wrote: “What’s really happening with your bank? I am unable to transact with my account since last week. App is not going, USSD is not going. What’s really going on?”
For Prince Ben Azubuike Iloh, his concern was that he had transferred N2 million to a Zenith Bank account from GTB and the receiving account had not been credited.
Huzaifa Mustapha, on his own part said he was passing through the most painful period of banking with GTCO.
“Please, how could somebody make a transfer for almost five days and you guys deducted the money and refused to transfer or refund? What sort of irresponsibility are we dealing with? Why can’t you just tell us that you can no longer serve us so that we explore other alternatives? I am passing through the most painful period of banking with GTbank.”
A military retiree, Shuaibu Saudat Nuhu, also complained: “For God’s sake how long would this your so called upgrade be normalised? I am a military retiree. Our pension stipend was paid since 25th October. Colleagues with other banks have got it. (Those of ) us with GTB are hanging. Why?
GTCO is currently holding hosting a fashion week show. And a customer, Mark Goodness Amarachi, finds it irksome that the bank could be having the event while doing nothing to resolve the complaints.
Amarachi said, “I love GTB, but these days our services are nothing to write home about, can we just ignore these shows and fixed the banking issues first.”
And how does GTCO respond to these complaints on its page? It just gives jaded and cheerless programmed replies to the comments. Here is an example: “Hello, Thank you for reaching out to us.
Kindly send us a direct message @gtbank_help on Twitter with your enquiry/complaint to enable us be of assistance to you. Thank you.”
Here goes another: ” All complaints and enquiries should be forwarded to our WhatsApp support @07076288911 for immediate assistance. Thank you.”
No one seems to be getting any joy from those replies. The customers just want a prompt fixing of the issues. They just want GTCO to wake up.
Credit to PM News