GTBank restores digital channels amid customer frustration over service disruptions

Guaranty Trust Bank (GTBank) has announced that its digital banking channels are now fully operational, following widespread customer complaints about service disruptions throughout the week.

In a statement released on its official X account on Wednesday, October 16, the bank acknowledged the challenges faced by its customers during the transition to a new core banking system and expressed gratitude for their patience.

The statement read: “We are pleased to inform you that services on our Digital Banking Channels are online and all our branches nationwide are open to serve you. We are at work fine-tuning and optimizing our new systems to ensure that the quality of your service experience with us is significantly enhanced. We thank you for your understanding and support during this transition; your continued trust means everything to us.”

However, customers have expressed significant frustration on social media, citing prolonged downtime and an inability to access essential services like fund transfers, bill payments, and balance inquiries.

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Many complained that despite the bank’s previous assurances that the transition would be swift, they were left without access to digital banking services for several days. “I couldn’t pay my bills or transfer money for over 48 hours,” one customer wrote, highlighting the impact on daily financial activities.

Some users reported visiting multiple branches to resolve issues, only to encounter long queues and technical glitches at the counters.

“I waited for over an hour at a GTBank branch, and the system was still down,” said another customer. These complaints have raised concerns about the bank’s preparedness for such a major system upgrade.

In response to the complaints, GTBank’s latest statement reassures customers that the new system will ultimately deliver a better banking experience, offering more stability and improved service capabilities.

While the bank continues to optimize the platform, it emphasized that all channels, including mobile and internet banking, are back online.

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Industry analysts believe that while such transitions are complex, better communication and contingency measures could have mitigated the impact on customers.