Before the 31st day of October 2014, Guarantee
Trust Bank-GTB could do no wrong in my eyes.
I prided them as being one of the most customer
friendly banks who pay attention to detail and
customer satisfaction, though many people I
know argued otherwise. My friends argued that
GTB has become very comfortable because of
their large customer base, and have now taken a
lot for granted. I always defended my ‘favourite’
bank because I truly believed that GT was
indeed a fantastic and customer friendly bank.
But alas, I was wrong. Very wrong. My bitter
personal experience with the bank is what I want
to address in this post and also send a clear
message to the bank that it WILL NEVER BE OK,
to take any customer regardless of who they are
for granted.
On the 31st of October 2014, around 11pm to
be precise I tried pay for an Aero Contractors
Ticket. I have always chosen to pay through GT
PAY via the GT online platform because I trusted
that if I had any issues during the process, my
money will be refunded, and in good time too.
But on that fateful day, after filling in all the
necessary details, including the 6 digit code
generated from my token, I got the message
‘INVALID TOKEN CODE’. I thought it was just an
error so I tried it again. On trying it again the
same thing happened. Eventually, I thought it
wise to call customer care to complain about the
token, since I had no prior issues with it that
day.
On calling customer care, the token’s irregularity
was fixed and then I tried to pay again. This time
around the transaction was successful, and I
breathed a sigh of relief. Unknown to me
however, my money was deducted for the two
previous attempts before the successful
transaction. I didn’t get any alert immediately
to this effect, and it wasn’t until I tried to
purchase credit with my GT app that I noticed
the irregularity in my account. Instead of Sixteen
Thousand, Five Hundred and Ten Naira (N16,
510), a total sum of Forty-Nine Thousand, Five
Hundred and Thirty Naira (N49, 530) was
deducted from my account. Simply put, my
money was deducted for the two initial false
transactions.
I didn’t panic, because I was glad at that point I
paid through GTB. I thought my money will be
refunded within 24 hours, at most 48 hours, and
to ensure this, I put a call to customer care
immediately to lodge a complaint. This was way
past midnight already.
The Customer Care Representative I spoke to
apologised and explained that on the 31st of
every month, the GT Bank online system resets
automatically and corrects errors etc for the end
of the month’s transactions. This I was told
happens between the hours of 11pm and 2pm
(or thereabout) every last day of the month.
While this is going on, errors, false deductions
etc could take place, and the system post-dates
the transaction to the next working day. As a
result, whatever error or discrepancy will be
taken to have occurred on the following working
day and sorted in that line. I was also made to
understand that as a result of the system reset,
my transaction was post-dated to November 3rd,
the next working day. I was advised to wait till
the end of the next working day before lodging
another complaint.
Against the backdrop of the explanation I was
given, I waited till Tuesday before calling back.
On doing so, I was told my complaint had been
noted and transferred to the appropriate
quarters for the matter to be looked into, and I
should wait for 48 hours. I did.
Few days later I called again after I heard
nothing, to lodge another complaint. I was told
to be patient that my money will be refunded
‘soon’.
Few days turned to one week, one week to two.
In between I was calling customer care, which
was a very harrowing experience. I called
customer care more than 10 times, during
which I would sometimes have to wait endlessly
to speak to an agent. Sometimes after waiting
for ages, the agent picks up and the line
disconnects, perhaps due to network. I would
have to go through the rigour of calling again,
and waiting endless to speak to another agent,
only to be told in the same monotonous tone:
“Your complaint has been forwarded to the right
channel to work on it and your money will be
refunded soon.” When I ask “How soon is soon?”
They always replied: “We can’t give an exact
date but they will work on it.” This response and
the attitude of some of the agents I spoke to
made me wonder if it wasn’t my hard earned
money in question.
Two weeks after continuously calling and
complaining, I got an alert from GTBANK, a
refund alert. But before I could heave a sigh of
relief, I found that it was just half of the money
deducted that was refunded. From that point I
had to start calling customer care again, and
going through the same strenuous process. After
about one week and nothing had been done, I
decided to go to the GTBank at Bode-Thomas
where I do most of my transactions. I
complained to the customer care agent in
charge and she said my money will be refunded
soon. More than a week later, no refund, no
message or anything of that sort informing me of
the status quo.
In the wee hours of Tuesday-25th November
2014, I called customer care again-for the last
time. After relating my case to the agent, he told
me as usual: “I can see that your complaint has
been forwarded to the right channel and it will
be sorted out soon.” “How soon is soon?” I
asked. “I cannot give you a specific time.” Same
old story.
At this point I’m very upset and this is way more
than N16, 510. I can’t help but wonder:
Why I need to call customer care with my
own money in the first place? In a civilised
country, calling customer care should be
FREE. It’s more than ridiculous that a bank
like GTBank, with one of the biggest
customer base in the country feels the need
to rip off their customers by charging them
exorbitantly when they call customer care.
What about people who can’t afford to
spend ridiculous amounts to call customer
care, don’t they deserve to be catered to?
Why I should be deprived unjustly of my
‘hard earned money’, without any sign of
remorse from a bank where I operate 4
functioning accounts including domiciliary,
and do more than 90% of my money
related transactions;
I can’t help but wonder If the extra
N33,020 was all I had in all my accounts,
and I need for instance: to pay for my
tuition fees or forfeit my admission, pay for
my medical bills, or even feed, what would
have happened in the last one month that
my money has been cruelly held on too;
I can’t understand why when you call GT
customer care, and after waiting endlessly
the phone disconnects, the agent can’t call
back?
I can’t understand, why many of the
customer care agents I spoke to seemed
tired of their job, and answer in the most
lacklustre manner?
I can’t comprehend why after almost a
month, no one feels the need to update me
on how the issue is being handled;
I don’t understand why in the first place I
need to be deprived of my money for one
month.
Companies like GTBank need to understand that
every customers’ issue or complaint rich, poor or
average should be treated with utmost priority.
That the bank now has a huge customer base is
not enough to get comfortable and treat some
customers poorly. At every point in every
reputable company, CUSTOMER CARE SHOULD
BE PRIORITY.
At this point I will also like to say unequivocally,
that GTBank no longer owes me N16,510. The
bank owes me more. Apart from refunding my
money, I expect a refund for the numerous calls
to customer care and the stress of going to the
bank to no avail, as well as compensation for the
stress I've been put through. In countries where
the legal system works more accurately, GTB will
by now be swimming in law suits, real and
frivolous, because many aggrieved customers
are not being properly attended to. I’m sure I’m
not the only customer experiencing this and I
base my conclusion on a recent survey I did
inspired by the way my matter is being handled.
Ripping people off (No matter how little), yet
using their money to run their business is very
unfair and unjust.
Be it billions, millions or thousands deposited,
the bank is doing no customer favors, instead
it’s the other way round. The experts at GT I’m
sure know the importance of every type of
customer, hence their concentration on retail
banking.
This is how I have being shabbily treated by a
Bank I held very highly, and spoke very
passionately about in the past. I have been
treated ‘like I don’t matter, like my patronage
means nothing’.
Let me add also that I am a qualified lawyer, and
I know what to do from this point if my
complaints and request are not promptly and
properly attended to. I will not be bullied,
because I know my rights as a customer.
I may not be Femi Otedola or Dangote, but I am
a good and respectable customer. Hence I will
not rest until I get an apology and the proper
refund that I deserve.
Moji Delano.

Pls help me to move this to the front page..please
cc: Seun, OAM4J, r231

Hello bro..
I am a gtb user..I am always relaxed whenever funds are deducted by error ..sometimes it takes 3 weeks sonetimes a month..sometimes 2days..
I dont even call them for explanation..the money is reversed automaatically.take your coool

omoluabi1960:
Hello bro..
I am a gtb user..I am always relaxed whenever funds are deducted by error ..sometimes it takes 3 weeks sonetimes a month..sometimes 2days..
I dont even call them for explanation..the money is reversed automaatically.take your coool

but this is more than 3wks for cryin out loud.. Its nw almost a month.. It shldnt be lyk that

If its Gtbank,your money will be refunded!
Trust me!

kristonium:
If its Gtbank,your money will be refunded!
Trust me!

a big question here is 'when will it be refunded'.. What is taking them so long?? What about those 4weeks long stress?

Nairaland

Xslaze3xd:
Nairaland

??

dejt4u:
??

space Bookers association of Nairaland

Sorry bro. Keep trying

For starters, this thread should hit the frontpage and be stickied there till this brother is apologised to, compensated heavily and money refunded by GTbank.

Yes, I am also a diehard fan and customer of GTbank. I can defend them when matched with other organisations but when it comes to an individual, aluta continua!

You can't just hold onto a customer's money like that for ages past and keep doing business. Imagine the trauma it may cause if that is the only money such customer has access to.
Sad story is that the our customer service as a country is pathetic- from our telecommunication companies to our banking industry to hospitality even our daily business activities, these customer services are sooooooooooo annoying so much that at times I wish they are relieved of their individual duty but I wonder what the next one would be like.

Thank God you are a lawyer, sue them! What nonsense!

Everybody na blogger now. Me ma I go soon open my own blog www.nutase.com....abeg make una watch this space.

Is d trust no more guaranteed.. Mayb they shld change the name of the bank

kristonium:
If its Gtbank,your money will be refunded!
Trust me!

It's a lie. I have 10k that I just fashied cos the stress was getting too much. It was never returned and I just let my account become dormant cos I can't bank with such a bank. Also , they have the worst rates ever.

omoluabi1960:
Hello bro..
I am a gtb user..I am always relaxed whenever funds are deducted by error ..sometimes it takes 3 weeks sonetimes a month..sometimes 2days..
I dont even call them for explanation..the money is reversed automaatically.take your coool

must it be up to 3wks? That was hw they almst f.u.cked me up wen I wanted to do a transaction. They're nt committed towards their customers any more.

Mr Seun.. Pls help me to move this to the front page..

blank:


It's a lie. I have 10k that I just fashied cos the stress was getting too much. It was never returned and I just let my account become dormant cos I can't bank with such a bank. Also , they have the worst rates ever.

asin dier interest is lower dan SMS charges

dejt4u:
Mr Seun.. Pls help me to move this to the front page..

Hehe go 2 d bank shout at dem until d bank's manager comes out or sum1 superior 2 dem nd tell dem u nat leaving until u get ur alert

gloryaaa:
Hehe go 2 d bank shout at dem until d bank's manager comes out or sum1 superior 2 dem nd tell dem u nat leaving until u get ur alert

i'm nt really the direct victim but someone i knw very well.. A woman

blank:


It's a lie. I have 10k that I just fashied cos the stress was getting too much. It was never returned and I just let my account become dormant cos I can't bank with such a bank. Also , they have the worst rates ever.

imagine.. This is very wrong.. And I used to respect that bank before

Am sure its a computer error,try to go to your bank branch again and complain,i can imagine how annoying the stress can be..

warrenweste:
Am sure its a computer error,try to go to your bank branch again and complain,i can imagine how annoying the stress can be..

that has already bn done severally

dejt4u:
but this is more than 3wks for cryin out loud.. Its nw almost a month.. It shldnt be lyk that

take heart most times sh.it happens unecessarily.

Dear Moji

Sorry for the inconvenience


What I would do is to go to Gtb fill a form. Get them to stamp it and ask for an acknowledged copy.

Once you have the hard copy with you then you should have evidence of lodging your complain which you can then use for any issue you have. Cause right now what proof do you have that you actually have lodged your complaints your call records are not good enough and also I don't believe the call is enough cause you have to detail the transaction number and exact amounts

All the best and let us know how it goes.

Thanks.

atilla:
Dear Moji

Sorry for the inconvenience


What I would do is to go to Gtb fill a form. Get them to stamp it and ask for an acknowledged copy.

Once you have the hard copy with you then you should have evidence of lodging your complain which you can then use for any issue you have. Cause right now what proof do you have that you actually have lodged your complaints your call records are not good enough and also I don't believe the call is enough cause you have to detail the transaction number and exact amounts

All the best and let us know how it goes.

Thanks.

thanks for the suggestion sir.. But that has also been done bro.. But the bank hs jst decided nt to do anything whatsoever about the 'refunding'.. And that is why we chose to use this means to let them know that they are really hurting one of their loyal customers..

Gboliwe:
For starters, this thread should hit the frontpage and be stickied there till this brother is apologised to, compensated heavily and money refunded by GTbank.

Yes, I am also a diehard fan and customer of GTbank. I can defend them when matched with other organisations but when it comes to an individual, aluta continua!

You can't just hold onto a customer's money like that for ages past and keep doing business. Imagine the trauma it may cause if that is the only money such customer has access to.
Sad story is that the our customer service as a country is pathetic- from our telecommunication companies to our banking industry to hospitality even our daily business activities, these customer services are sooooooooooo annoying so much that at times I wish they are relieved of their individual duty but I wonder what the next one would be like.

Thank God you are a lawyer, sue them! What nonsense!

thanks mr Gboliwe.. But Seun has refused to moved this to the front page after so many plea.. I dont know why..
Again Mr Seun, pls let this thread get to the frontpage please

dejt4u:


thanks mr Gboliwe.. But Seun has refused to moved this to the front page after so many plea.. I dont know why..
Again Mr Seun, pls let this thread get to the frontpage please

You can't take offence on that. You can only plead. Its not your right.

How far, any update yet?

Gboliwe:


You can't take offence on that. You can only plead. Its not your right.

I am only pleading and that is why i used the word 'please' twice..

Gboliwe:
How far, any update yet?

nothing yet ooo..

cc: seun, r231, super mods.. Please, help me to move this to the front page..
Na beg I dey beg

dejt4u:
thanks for the suggestion sir.. But that has also been done bro.. But the bank hs jst decided nt to do anything whatsoever about the 'refunding'.. And that is why we chose to use this means to let them know that they are really hurting one of their loyal customers..

Okay sir. What you do next write a letter and then you put a copy ofbthe aknowledgment where they received your complaint. Ask to speak to a senior member of the customer serv8ces team such as a manager or head of operations in a branch. Once a senior member starts escalating this then you should get action. Once you can get the persons card and email address. Send an email with your scanned letter and aknowledgment copy. Trust me once there isba hard copy and itsbsomething you u can show as evidence you get results faster

atilla:


Okay sir. What you do next write a letter and then you put a copy ofbthe aknowledgment where they received your complaint. Ask to speak to a senior member of the customer serv8ces team such as a manager or head of operations in a branch. Once a senior member starts escalating this then you should get action. Once you can get the persons card and email address. Send an email with your scanned letter and aknowledgment copy. Trust me once there isba hard copy and itsbsomething you u can show as evidence you get results faster

thanks so much sir..

Sorry about your pain, but trust GTB to refund your money.

My only grouse with them is: why should I be paying to lodge a complaint? Isn't that discouraging and stealing? Why should I pay for your own inefficiency?

As a lawyer, it will be good you sue them and have then redress this abnormality.