Guaranty Trust Bank (GTBank) is facing a barrage of criticism from customers frustrated by poor service delivery, technical glitches, and unresolved issues.
Issues with Accessing Bank Statements
Accessing bank statements, a routine banking service, has become a daunting challenge for GTBank customers. User @bigbrovar highlighted how the bank seemingly lost his financial records from 2021 to 2024, necessary for account verification. Another user, @sodiq1313, expressed frustration at receiving statements only from July 2024. Many customers, echoing this sentiment, are beginning to seek alternatives due to continuous service failures.
Technical Glitches and Unresolved Disputes
Beyond issues with account statements, customers are grappling with unresolved transaction disputes and technical glitches. User @yinksy09 recounted problems with the GTBank mobile app and POS terminal errors, imagined to be caused by the recent Finacle upgrade. User @ojaoyingbo noted account balance discrepancies with superficial excuses offered by the bank.
Impact on Trust in the Bank
The steady stream of complaints raises critical concerns about GTBank’s data integrity, technological infrastructure, and customer service. Persistent issues are pushing customers to alternative solutions, negatively impacting loyalty. These problems emphasize broader challenges facing the Nigerian banking sector in digital transformation efforts.
GTBank faces significant challenges in addressing trust erosion and service improvement. The outcomes of the steps banks take now will shape their ability to meet customers' needs in the future.
