GTBank extends downtime amid finacle system migration, sparks customer frustration

Guaranty Trust Bank (GTBank) has issued an update regarding the ongoing migration to its new Finacle Core Banking Application System, notifying customers of delays in completing the transition.

Initially scheduled to conclude by 9:00 a.m. on Monday, October 14, 2024, the migration process has extended beyond the anticipated timeframe, with all banking services, including branch operations, now expected to resume by 12:00 p.m.

In a statement addressing customers, GTBank explained, “Following our recent notification on the transition to a new and robust suite of Finacle Core Banking Application Systems, we would like to update you that this transition has taken a little longer than planned.

As a result, all Banking Channels, including our Branches, originally scheduled to reopen at 9:00 am will now open at 12.00 noon today.”

GTBank had previously informed customers about the planned system upgrade, which began on Friday, October 11, 2024. During this period, the bank warned that certain services might be temporarily unavailable, though essential functions like transfers and bill payments would still be accessible via digital platforms.

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The extension of the migration timeline has inconvenienced many GTBank customers, particularly those who were depending on the bank’s services for critical transactions at the start of the week.

With banking services initially expected to be fully restored by Monday morning, the additional hours of downtime have sparked widespread dissatisfaction.

Customer reactions were swift and vocal, with many taking to social media to express frustration over the delays and service interruptions.

One Twitter user, @coderNotifier, shared their experience, tweeting, “Woke up this morning, and my GTBank app is not working. Someone cannot have an emergency on a Monday morning in this country.”

Another customer, @tuclint, voiced deeper concerns, saying, “I am completely stranded now because @gtbank, which I’ve been using for over 15 years, chose to shut down service without notifying me. I don’t know how many others out there were also left uninformed, but this is wrong and unacceptable.”

GTBank had initially closed its branches early on Friday, October 11, to facilitate the transition, with a reopening originally planned for 9:00 a.m. on October 14. However, the unforeseen delay has pushed this reopening to noon, leaving customers unable to access services in physical branches for the majority of the morning.

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While the bank had communicated the scheduled downtime in advance, the extended delay caught many customers off guard, adding to the discontent.

GTBank reassured customers that it is working to complete the migration as soon as possible, emphasizing that the transition to the new Finacle system is aimed at enhancing service delivery and ensuring long-term operational efficiency.

As GTBank’s services are set to fully resume by noon, the bank urges customers to remain patient during the final stages of the migration.

The Finacle Core Banking Application System upgrade is expected to bring more robust and seamless banking experiences for both retail and corporate clients.

However, the initial frustrations from customers highlight the critical need for smoother communication and contingency planning during major system upgrades to avoid widespread inconvenience.

The bank has not indicated any further delays beyond the updated timeline of 12:00 p.m., and customers are hopeful that services will be restored as scheduled.