Guaranteed Trust Bank (GTBank) is currently trending on social media for the wrong reasons as the bank’s customers in Nigeria are facing continued frustration and disappointment due to persistent transaction failures after a recent system upgrade, while some customers accused the bank of emptying their accounts or being debited for a transaction never initiated.

According media reports, GTBank had announced plans to upgrade to a new Finacle Core Banking Application System between October 11th and 14th, 2024, promising enhanced customer experience and innovative technology. However, the supposed “upgrade” has instead caused significant issues for many Nigerian customers.

An investigation on Tuesday by TheNigeriaLawyer revealed that numerous customers are still complaining about problems, including trapped funds, unauthorized debits, and inability to make transfers or receive payments.

In the same vein, a check by The Street Reporters Newspaper revealed even more frustrating situations as customers have been venting their anger and frustration on the social media platforms, including X.

According to available in information, frustrated GTBank customers are not smiling at the time of this report.

For instance TheNigeriaLawyer quoted a customer, Oladejo Samson, as saying, “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.”

Another upset customer, Chioma Chizaram Bobs, accused GTBank of deducting ₦6.9 every time a customer uses the USSD code, regardless of whether the transaction is successful. “How can you people charge ₦6.9 each time your customer uses your USSD code? More worrisome the GTCO doesn’t care whether or not the transaction for which they charge is successful,” she wrote on Facebook.

Theresa Abashi succinctly voiced her frustration, saying, “All I want is for them (GT Bank) to reverse my money back to my account since October 29 till now.”

The Street Reporters Newspaper reports that another frustrated customer wrote “I don’t understand the kind of broad daylight fraud that is going on in GTBank”.aa

“Like how are you guys just debiting people randomly. Airtime purchase as how. I haven’t been able to use my app for a month now”, he said.

Another GTBank customer said, “This is how GTBank turned themselves into a mockery; all the failed transactions I had hasn’t been reversed; they keep deducting 6.98 before 737 transactions, the majority of which FAIL. I am really disappointed.”

A customer has accused the bank of emptying her account nearly a month ago: “Going to a month now @gtbank removed every penny in my account and placed my account on -782 with no transaction history! Been to the bank countless times, wrote letters upon letter! TF (transfer) is going on! Two month no access to my money can’t even receive money with it! Tf!!”

A customer of two decades wrote: “I honestly feel @gtbank has lost the plot. And for people like us who have stayed loyal for almost 2 decades, it’s just sad to see what is happening. A bank that built the bulk of his service rendering on tech innovations to have had this appalling service for almost 2 months”.

Another customer waited, “Wait o! Am I the only one @gtbank is just debiting at will, see if you don’t revert all my money ehn, u won’t believe what is coming. This is pure fraud”.

Gistlovers on X captured the frustrations differently: “GTBank is trending because customers are bitterly complaining of their accounts been deducted for airtime they didn’t buy and placing their accounts on debit.
“A customer complained on how he was debited 400k for no reason and the bank is not doing anything about it.
“Tweeps are calling on the bank to improve their services.”

In response to the mounting complaints, GT Bank has appealed to affected customers to direct their issues to the bank’s dedicated customer support handle, @gtbank_help, for resolution.

This is even as some of the customers who insisted that they physically visited the bank said the problems have persisted for weeks after the supposed system upgrade and after complaints.

It remains to be seen how soon GTBank can effectively address the concerns of the increasing number of its customers and rectify the financial difficulties faced by them.

Source: TheNigerianLawyer/StreetReporters.ng

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