Guaranty Trust Bank (GTBank), one of Nigeria’s largest banks, recently introduced a new app for its customers in response to numerous complaints about its old application. However, customers have expressed their disappointment with the new app, citing various technical glitches and difficulties in accessing banking services.
On Wednesday, GTBank, ranked as Nigeria’s 5th biggest bank based on assets, unveiled a new mobile banking app for its customers. The app aimed to provide a better user interface and experience. Concurrently, the bank informed customers that support for the old GTWorld app would cease by August 12. Unfortunately, several GTBank customers reported that the new app fails to function properly, rendering them unable to utilize essential banking services.
Insights from six GTBank customers revealed that many individuals encounter login issues with the new app. The bank has not provided any explanation, leaving customers vulnerable to fake customer care accounts on Twitter.
Jesse, an executive assistant who downloaded the new GTBank app, shared that, “When I attempted to log in, I initially thought it was an issue with my internet service provider, so I switched to my mobile network. However, the problem persisted. Even after waiting for a few hours, the issue remained. It’s simply terrible.”
Chioma, a writer, expressed feeling coerced into using the new app due to automatic app updates on her phone. She recounted an embarrassing incident where an important transfer failed to go through. Olatunji, a journalist, had a similar experience, stating, “The app updated automatically, and I haven’t been able to log in since yesterday.”
In a previous report by press, GTBank’s mass employee departures and talent shortage were identified as factors contributing to a faulty and buggy app. The burden of overworked staff resulted in one person performing the tasks of three individuals, leading to inefficiencies. Nigeria has been grappling with a brain drain as its brightest talents seek opportunities abroad. Khalid, a student, disclosed, “I encounter transfer issues almost every week. I received a text about the upgrade, hoping it would resolve the problems. I installed it, but I haven’t been able to sign in since then.”
Kezia, a designer, downloaded the new app with the expectation of a refreshing experience. However, she expressed her disappointment and annoyance as she encountered login difficulties, rendering her unable to perform transfers or purchase credit. She lamented, “Even USSD codes don’t work for me, so I’m essentially stuck unless I visit a GTBank branch.”
The dissatisfaction among GTBank customers regarding the new app raises concerns about technical glitches and the bank’s ability to provide seamless banking services.
