Confusion in GTBank As All Mobile Transfer Platforms, Apps Collapse

There have been palpable confusion in Guaranty Trust Bank, (GTBank) as all the commercial bank’s mobile transfer platforms, and online instant money transfer applications have completedly collapsed making it impossible for customer to effect any transfer of money on their smartphone.

At the height of the confusion and frustration, according to VERY SERIAL investigations, many customers of one of the biggest commercial banks in Nigeria, Gtbank, have decided to delete the app in hopes of resolving the login issues, only to realise that both the new and old versions of the app were missing from the App Store.

Many have since been unable to access banking services, PREMIUM TIMES’ learnt from multiple interviews with customers.

Customers of Guaranty Trust Bank (GTBank) have been expressing frustration about the use of the bank’s mobile app amid disruption in the bank’s digital operations.

The development came against the background of an app update which was expected to bring improvements and new features to the bank’s mobile transactions but resulted in login issues and related difficulties for customers.

The bank had on Tuesday informed its customers via text and email messages that its app would be automatically updated to the new version on 12 July.

“On the 12 July, we will release the new and updated version of the GTWorld Mobile Banking App to Play Store and App Store. This means that when you launch the GTWorld Mobile Banking App, you will see a newly designed interface if you have App Updates set on automatic.

“However, if App Update is not set to automatic on your mobile device, you will need to manually update your GTWorld Mobile App to experience the newly designed app. Please note that we will discontinue support of the current version of the GTWorld App on 12 August,” the message read.

However, since Thursday, GTBank customers have faced challenges with the app updates, as many customers said that they were not adequately informed about the need to enable auto-updates for the app.

One customer, Deji Elifisan, expressed disappointment with the entire process.

He wrote: “I think they should have emphasised the fact that we must have our GT app on auto-update to avoid this problem many are facing. I read it in the messages they sent to put the app on auto-update to avoid this.”

According to an online Newspaper, PREMIUM TIMES, the challenges varied among customers, but they shared the common experience of being unable to access their accounts on the app.

Some users reported that the app froze after entering their phone number, preventing them from proceeding any further. Others said they were locked out of their accounts after multiple unsuccessful attempts to log in.

Despite Widespread Outcry and Confusion, GTBank is yet to fix the problem

“I even deleted it, now I can’t find both the new and old app on the App Store,” one customer, Oluwadamilare, said.

Another individual, Azyzah, expressed frustration by stating, “Am completely stuck, only God knows how many times I’ve clicked proceed after inputting my phone number. God! Nothing is proceeding. And I hardly do this update thing, but woke up to it, guess there is an automatic update set somewhere on my phone. It’s really frustrating right now.”

Olukotun Gideon, a customer, wrote: “I came to Twitter for this. I just saw my app icon change and decided to log in… Tried repeatedly till I was locked out. One hour after, I retried and it went worse. Then I uninstalled and decided to install… Unfortunately, it’s no longer on App Store. GTB… Let us breathe.”

Outrage as GTB Mobile transactions shut down

Many customers had downloaded the new app but have been unable to make use of it.

Several GTBank customers took to Twitter to express grievances over the inability to to use banking services.

They also displayed screenshots to back up their claims.

Below are some of such comments:

Tweeting via, @gimbakakanda, one Gimba Kakanda, said: “Innalillah. I was here laughing at those who had rushed to update their @gtbank app, only to find out that mine had updated automatically. It’s gonna be a long weekend.”

@detolani said: “Now this is just totally messed up! @gtbank @gtbank_help. Locked out of my account because of your “upgraded” app. Worst part of all this outrage from everyone using Gtb is that no one would be held accountable within the system! How can you screw up this badly?!”

@Mayor38: “GTB una no dey try. After updating your app to log I. Became a problem. Thank God I could revert back to the old one easyly #gtbank DON’T INSTALL THE NEW GT WORLD APP YET”

Customers Attack GTBank Over Inability To Use Mobile App

Customers of Guarantee Trust Bank have been locked out of their app for more than 24 hours after the lender upgraded its mobile banking app.

“When you launch the GTWorld Mobile Banking App, you will see a newly designed interface if you have App Updates set on automatic.”

But after the upgrade, the lender’s customers were locked out and requested to sign in which failed, according to the experiences of many GTbank customers including this reporter.

Olu is one of the bank customers who has lamented the losses caused him because he has been unable to log in to his app.

He said, “Since they upgraded the GTWorld Mobile App, I have not been able to do any transactions. In fact, I have not been able to log in. They locked me out.”

Another customer Ahmadu Galadima with handle, @AhmaduGaladima, tweeted, “@gtbank don’t know what happened to you, but why on earth will you force an app update and not allow me log in with old credentials, do a password reset, use a secret question, the actual account number or card last 6digits etc? Why ask for just a phone no with an OTP that takes a year 2 drop?

Similarly, @jude_chiji said, “Please fix this app asap, I am now able to go from the first screen and stock on the OTP screen, cos no OTP is coming forth. Please fix this.”

Some users reported that the app froze after entering their phone number, preventing them from proceeding any further. Others said they were locked out of their accounts after multiple unsuccessful attempts to log in.

At the height of the frustration, some customers decided to delete the app in hopes of resolving the login issues, only to realise that both the new and old versions of the app were missing from the App Store.

This is even worse as the GTWorld updated application is said to have closed by fraudsters.

Many have since been unable to access banking services.

“I even deleted it, now I can’t find both the new and old app on the App Store,” one customer, Oluwadamilare, said.

GTbank apologises to some customers via email

“We are aware that you recently updated your GTWorld App and you have been unable to log in after the update… We sincerely apologise for every inconvenience you have experienced in the last 18-24 hours,” the bank said in an emailed response to a customer on social media.

Responding to the plight of customers, GTBank asked them to use the internet banking or the USSD platform to initiate transactions.

“Thank you for talking to us. We sincerely apologize for the inconvenience this may have caused you,” a message from the bank reads.

“Please be informed that we are aware of the downtime, and this is receiving attention and resolution is ongoing.

“Please bear with us as the updated platforms will be up and running in no time.”