GTBank’s system upgrade sparks customer frustration amid service disruptions

GTBank’s recent systems upgrade, which was designed to enhance transaction efficiency and bolster its digital capabilities, has instead resulted in significant frustration among its clientele.

Initially intended as a short-term technical adjustment, the upgrade has morphed into a protracted series of service disruptions that have persisted for several weeks.

This extended downtime has left numerous customers feeling increasingly isolated from essential banking services, raising concerns about the bank’s operational reliability and customer support responsiveness.

The upgrade, initially expected to last only a few days, has resulted in a cascade of issues, including delayed alerts, missing transaction histories, and erroneous balance notifications.

Customers have reported receiving outdated alerts that create confusion over their actual account balances, leading to financial strain and embarrassment.

One bank employee, addressing customer complaints, acknowledged the bank’s struggle with “alert delays, service disruptions, and other general problems,” suggesting that a resolution might be in sight by the weekend. However, this reassurance has done little to quell customer dissatisfaction.

The bank’s online support channels, including a WhatsApp engagement platform, have also been criticized for being ineffective and time-consuming. Customers are met with automated messages that inform them of ongoing upgrade issues but fail to provide timely assistance.

One such message states, “Due to the ongoing upgrade of our core banking application, you may experience some difficulties with transactions. We apologize for any inconvenience.”

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The ongoing disruptions affect millions of customers at a time when public trust in banking institutions is already low, exacerbated by recent reports of unauthorized withdrawals and charges. Analysts warn that the current crisis could severely damage GTBank’s brand equity and customer base.

One customer expressed frustration to Metro Business News (MBN), describing persistent issues such as delayed transactions and unexpected debits. “After multiple inquiries, all I get is, ‘we’re sorry; these issues are due to our systems upgrade and will be resolved soon,’” he lamented.

Visits to GTBank branches, particularly in Ikeja, Lagos, reveal long queues and visibly frustrated customers waiting for assistance or attempting to use ATMs. One customer noted, “Getting help online is impossible. At the branch, it’s just as difficult. This is not a good look for the bank, and it feels like we have no choice but to consider alternatives.”

Stakeholders have urged GTBank to take immediate action to restore customer trust and mitigate damage to its hard-earned reputation. They emphasize the necessity of implementing a crisis management strategy that ensures easy access to support and reassures customers about the safety of their funds.

Concerns have also been raised regarding the Central Bank of Nigeria’s (CBN) lack of intervention amidst the challenges faced by GTBank customers, with many businesses suffering as a result of the ongoing disruptions.

Given the cashless policy’s dependence on reliable IT infrastructure, stakeholders argue that the CBN should monitor banks’ operational efficacy more closely.

The Federal Competition and Consumer Protection Commission (FCCPC) has issued a warning to financial institutions regarding their obligations to maintain functional digital services.

FCCPC Executive Vice Chairman Tunji Bello remarked, “Disruptions to online banking are no longer just an inconvenience—they are a violation of consumer rights.”

He emphasized that banks are required to deliver quality service and that the FCCPC is actively monitoring the situation to ensure that customer rights to redress are protected.

Bello urged banks to communicate transparently about service issues, stating that vague updates only contribute to customer frustration and feelings of neglect.