By Wisdom Tide
October 15, 2024
Following a system upgrade, GTBank customers in Lagos expressed mounting frustration over challenges in accessing their accounts and completing transactions. The disruption, which lasted for several days, left many unable to conduct basic banking activities, creating widespread dissatisfaction among the bank’s clients.
System Upgrade Causes Widespread Frustration
Customers at various GTBank branches, including Victoria Island, Costain, Bode Thomas, and Allen Avenue, voiced their displeasure to the News Agency of Nigeria (NAN) about their inability to access essential banking services. Although some ATMs were dispensing cash, many customers faced issues with transfers and other digital banking transactions.
The problems arose after GTBank announced an upgrade from its existing Core Banking Application to an enhanced version of the Finacle Core Banking System. To facilitate this transition, all branches closed early on Friday, October 11, and service disruptions were expected to last until Monday, October 14. The bank had assured customers that key services like transfers, bill payments, and airtime purchases would remain available during the upgrade. However, many users encountered severe difficulties.
Customer Reactions to Service Interruptions
Customers across Lagos reported a variety of issues stemming from the system upgrade. Miss Tolulope Ogundeji, a customer at GTBank, shared her frustration after being unable to perform transactions for four consecutive days. She noted, however, that the bank had reassured her that the system was slowly coming back online.
Basira Lawal, a trader, revealed that she had been forced to sell goods on credit as many of her customers using GTBank were unable to make digital payments. Similarly, civil servant Ayodele Emmanuel expressed disappointment with the instability of GTBank’s mobile app, which made transferring money difficult.
Some customers experienced partial relief. Olawaiye Gabriel, another civil servant, was able to make one transfer on Saturday but encountered difficulties with subsequent transactions. At the Bode Thomas branch in Surulere, a customer resorted to completing a failed ATM transfer with the help of customer service.
Severe Impact on Business Operations
For many, the disruptions impacted their day-to-day business operations. A foodstuffs trader in Dopemu explained that she had lost sales because customers were unable to pay using the bank’s digital platforms. The impact was also felt by PoS operators, who reported a surge in demand as customers flocked to them after failing to withdraw cash from the bank's ATMs.
A 70-year-old customer, Oluwunmi Adesegun, shared her ordeal at the Abule Egba branch, where she had to queue for hours only to withdraw a limited amount of ₦10,000. As a result, many GTBank customers turned to Point of Sale (PoS) operators in a bid to secure cash amidst the shortage.
GTBank Responds to Concerns
On the night of October 14, GTBank announced the successful completion of the system transition, notifying customers that all branches would remain open until 6:00 pm to accommodate those affected. In its communication, the bank expressed gratitude to customers for their patience and provided information about available support channels for further inquiries.
The Devastating Effects of the Service Disruptions
Impact on Customers
The service disruptions had a significant negative impact on GTBank’s customers, who were unable to access their funds, complete transactions, or perform routine banking activities. Many individuals faced financial difficulties, with traders losing sales and business owners struggling to meet their obligations. For customers like Tolulope Ogundeji and Basira Lawal, the inability to conduct transactions for several days led to frustration, damaged trust in the bank, and potential losses in business revenue.
The most vulnerable customers, including elderly individuals like Oluwunmi Adesegun, were particularly affected, as they had to endure long wait times at branches with minimal cash withdrawal limits
0 Comments