GTBank’s recent system upgrade has left many Nigerian customers outraged as transaction failures, trapped funds, and unauthorized debits continue to plague users weeks after the promised “enhanced experience.”

The financial institution, one of Nigeria’s largest banks, had assured customers of a seamless transition to its new Finacle Core Banking Application System between October 11th and 14th, 2024. The upgrade was advertised as a move to introduce innovative technology and improve banking efficiency. Instead, it has created chaos for countless patrons struggling with unresolved issues.

Widespread Complaints: Trapped Funds and Excess Charges

Reports reveal that GTBank users have been grappling with issues such as:

  • Funds stuck in limbo during transfers.
  • Unexplained account debits.
  • Inability to complete essential transactions.

Many customers have turned to social media to share their frustrations.

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Oladejo Samson, one such customer, lamented, “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.”

Similarly, Chioma Chizaram Bobs accused GTBank of charging ₦6.9 for each use of its USSD service, regardless of whether the transaction succeeds. “How can you people charge ₦6.9 each time your customer uses your USSD code? More worrisome is that GTCO doesn’t care whether or not the transaction for which they charge is successful,” she wrote on Facebook.

Another frustrated user, Theresa Abashi, demanded the reversal of her funds, which have been stuck since October 29th. “All I want is for them to reverse my money back to my account,” she wrote.

Bank’s Response

Amid mounting dissatisfaction, GTBank has urged customers to report their grievances via its dedicated customer support handle, @gtbank_help. While the bank promises to resolve complaints, many customers feel the response has been slow and ineffective.