By our reporters

Guarantee Trust Bank, one of the supposed leading new generation banks in Nigeria and unarguably one of the most patronised in the country seem to have lower her standard in service, customer relations and ease of banking.

Given the many complaints from customers, it would be safe to say that there is no guarantee, as the name implies, for when or if you will ever get a reversal for funds not properly dispense as a cross section of customers who spoke to our correspondents disclosed that, “You will be given a long time of possible resolution of your issues, which will still likely be hanging or you end up giving up and moving on without your money.”

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It is a fact that at least, one member of a household in Nigeria once had an account with Gtbank, that was the days of glory when the bank’s almost impeccable services were prompt and effective.

The trick used then to encouraged little earners and savers to bank with them was by introducing the zero-balance account policy. This made every GTBank banking hall branches Nationwide filled to capacity with those who wish to bank or do business with them anytime you visit the bank.

Unfortunately, after getting the trust and loyalty of millions of Nigerians, the Bank has turned around and what you have these days are sad, complaining and murmuring customers who have a sour tale to tell or still going through bad customer relations or poor and ineffective service by a bank once dubbed as the leader in ease of doing banking.

A customer, Mr. Babajide Obafemi, an over a decade customer of Guarantee Trust Bank who spoke with New Hub Mag, narrated his ordeal in the hands of the Bank.

Speaking with our correspondents this customer lamented the treatment meted out on him recently when his monies were deducted through the use of POS machine and were not returned for over two weeks.

Babajide recounted how he wanted to buy fuel at a mobile filling station in Ogba area of Lagos, using the POS service on a fateful Wednesday morning while going to work. He said the machine was used four times, it declined all four times but he was debited all four times without getting value for the money that was deducted.

He stated further that he could not access the banking hall because of Coronavirus precautions but that he used all their social media handles and the GTConnect avenue, all he got was a promise to resolve under two to three working days but the issue dragged on for over two weeks.

According to him, this POS deduction without a prompt reversal was a child’s play to the different encounters he had experienced with the bank in the use of their internet banking system to purchase recharge cards which sometimes ends up in a failed transaction without his monies been returned. He also complained about various hidden and sudden charges and deductions from his account.

Mr Onaolapo Olalekan is another victim of this POS decline fraud. He on his part was travelling to Lagos from Ilorin where he decided to buy fuel at a filling station in Olorunsogo, Gaa Akanbi area before setting out on his journey. Onaolapo recounted how the POS debited him and took away his twenty-one thousand naira since 4th of August 2020 without reversal.

He said he had exhausted all avenues of communication and entreaties, despite the fact that he has all his evidence in the document with him, up till now, the issues have neither been resolved nor his money sent bank to his account. What a shame!

Olawole Olusheye, one of GTBanks long-standing customer revealed his plans to close his account with the new generation bank once it is safe to properly use the banking hall, he lamented how lowly he had been treated severally by the bank without a feeling of remorse or a change in the attitude of the bank.

According to him, he had taken to twitter severally to openly complain about these shoddy treatments before most times the issues are resolved after a long wait. He said as it stands now, he feared using GTBank ATM card on other bank machines or POS because of the untoward experiences with them.

Much more pathetic is the case of an HND Mass Communication student of Offa Polytechnic, Miss Ayobami Obebe who lost N11,500 on December 3rd, 2019.

“I woke up that fateful morning to an alert of N11,500 with Stan 9999723736. I rushed to the Bank and was assured it would be resolved after three days but it was a lie. I waited till January 8, 2020 and complained again I was told to fill another form which I did but nothing came out of it till date. I have accepted my loss but have decided to open another account with another bank,” she told our correspondents.

Her case is the fate of most Nigerians, after pursuing the unjust deductions and seeing that there is no headway on sight they accept their fate.

One sad trend that News Hub Mag noticed about these new generation banks especially GTBank is that despite the fact that they encourage customers to go cashless, they have refused to upgrade their cashless internet transfer modules, thereby making customers who are supposed to enjoy the ease of banking go through untold hardship, especially at the end of the month when they are doing account reconciliations.

During this period, News Hub Mag noticed that it will be easy to pass through the eye of a needle than using any of GTBanks internet banking avenues or use their ATMs on other banking platforms or even use the point of sales service machine [POS].

While even the old generation banks are upgrading and moving up, one wonders why GTBank is grossly declining in service and customer relations.

Efforts to speak with the head of communications at Victoria Island, Lagos proved abortive.





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