Details As Customers Speak On GTBank’s Handling Of Service Upgrade

Guaranty Trust Bank, the financial institution recently recognized as “Best Bank In Corporate Social Responsibility In Nigeria” at the 2024 edition of the prestigious Euromoney Awards, has received favorable responses for its handling of ongoing service upgrade.

The flagship subsidiary of Guaranty Trust Holding Company Plc (GTCO), not only provided notice of the development aimed at improving services but has also kept stakeholders – particularly customers – updated at every stage.

“At least GTB has been updating their customers and providing a situation report. That’s impressive,” commented a customer and Facebook user, Chinedu Dike, on October 15, 2024.

This remark was made in response to a fresh update provided by the financial institution, which is part of the GTCO group with Segun Agbaje as Chief Executive Officer. GTCO reported a landmark N1.004 trillion profit before tax in the first half of 2024.

The comment – and other growing validations, including that of another customer and social media user, Hon. Kemdiri Precious, who wrote, “Thank you so much for your update and innovation” – highlights customer reactions to the inevitable service disruption associated with upgrading information technology infrastructure (IT) as part of efforts to serve customers better.

The bank, which kept its branches open until 6 pm on Monday, October 14, 2024, to ease customer inconveniences, announced on Tuesday, October 15, 2024, that “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 Hard At Work Fine-Tuning…”.

Comments under the new update, such as account holder Halima H. Mohammed’s “My mobile app is working perfectly, I just made a transfer to my Opay,” confirm the bank’s disclosure.

Other customer responses, like Abari David’s “USSD is now working but unable to retrieve account details” and Ehimen Barbara’s “The app is working well now, just made several transfers, but I can’t see my past history and the new receipts don’t have information on the transaction details,” further validate the bank’s announcement, including the mention of ongoing fine-tuning.

Checks revealed that the bank, recently named Nigeria’s Strongest Brand and Best Banking Brand in Nigeria by Brand Finance and Global Brands Magazine, has been working tirelessly to ensure customers receive top-tier service while navigating the constraints of implementing more robust banking platforms. The bank consistently pleads with customers, stating, “We thank you for your understanding during this transition; your continued trust means everything to us.”

The twelve-time winner of Euromoney’s Best Bank In Nigeria Award successfully transitioned to a “new and robust suite of Finacle Core Banking Application Systems” after providing advance notice on October 11, 2024.