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GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures - Business - Nairaland

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GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by lalasticlala(m): 5:40pm On Jul 09
Overworked staff, mass exits: The inside story of GTBank’s mobile app and USSD transaction failures

On April 29, Mayowa, 32, was distraught when he couldn’t pay for a 19km Uber ride he had taken to visit a friend in Park View Estate, a well known residential community in the highbrow area of Ikoyi, Lagos. His orange branded Guaranty Trust Bank (GTB) app had not launched as he tried severally to make a transfer from his current account to the empty savings account linked to the debit card on his Uber app.

Thinking his MTN data service was the problem, he tried punching his bank’s *737# short code to make the transfer but he got an unresponsive code message.

He tried again, and again and again without success. Frustrated, he made a last attempt accessing his account through GTB’s mobile website, but it took forever to load. To make matters worse, Mayowa’s buddy was away from home, at a dragging management meeting and wouldn’t pick up his frantic calls.

“Ten minutes had passed by now. The Uber driver was looking at me funny. It was embarrassing. I had to plead with him to have some patience,” a laughing Mayowa shared.

Out of Service

Mayowa is one of many GTB customers who suffered embarrassment, inconvenience or loss of opportunity, as downtimes on the bank’s USSD or mobile banking services became frequent in the first half of 2021, sometimes stretching days on end.

"@gtbank why is your bank frustrating customers? I have not been able to access my GT Mobile App for days now. And when money is sent to my account I don't receive alert be it SMS or Email alert.
I recharged 1k few days ago I was debited, but my phone wasn't credited."
— Precious Oye (@BarrypOye) April 30, 2021

"What is going on @gtbank_help. I am fed up with you guys @gtbank. Everything is stressful.
Why have I been experiencing this all evening �? Now it's CT11, no more E150.
I am starting to tire of your channels"
— Dr. Ameena (@amkmusty) March 22, 2021

An employee explained that the E105 and CT11 error codes pop up when a partner firm Clickatell’s server is down or GTB’s API is unreachable to initiate the transaction

"Buying airtime on @gtbank app is just pure scam, they would deduct the money n not deliver the airtime and I’m just tired of complaining." — Abbie � (@Abigailsluvv) June 16, 2021

"How can GTB be silent at a time like this? I know they can see the complaints. Do traditional Nigerian banks no longer care about proving quality customer support & help? Tomorrow, they will still charge us a silly ‘convenience’ fee �" — Koromone Koroye (@Koromone_K) April 29, 2021

A comparative analysis conducted by TC Insights, of customer complaints on Twitter about the mobile app and USSD services between the first half of 2020 and 2021, showed a 54% spike.

A customer representative with the company explained under anonymity that most of the complaints this year have been about the USSD platform, mobile application, unexplainable SMS charges and lately, One Time Password (OTP) issues.

“These are the recurring problems and complaints. Just ask any GTB customer. They will share some bitter experiences,” she said.

Seven years ago, Guaranty Trust Bank, Nigeria’s third-largest lender, pioneered mobile banking with its *737# USSD service in Nigeria, introducing a new level of ease to customers.

Today, other banks have adopted it and an estimated 40 million Nigerians use USSD services for mobile banking. According to the GTB’s financial report, its revenue from USSD fees was ₦2.13 billion ($5.3m) in 2019, a significant 34% increase from the ₦1.58 billion ($3.9m) made in 2018.

GTB didn’t reveal its USSD revenue for 2020 but it disclosed that the total amount it processed via USSD was ₦3.89 trillion, a 9.4% increase from the ₦3.55 trillion processed in 2019. Its mobile app also has over a million downloads on the Google play store alone.

Staff churn and delayed promotions

TechCabal has learnt, from interviews with 19 former and current employees of the bank’s IT division, that the division has suffered a spike in attrition within the last six months. It has resulted in technical gaps and work overload for current employees.

According to these sources, the absence of promotions in 2020 for already overworked employees who felt they were deserving triggered the first wave of exits into the labour market which had attractive offers for their talent. The shortage in talent began compounding into increased workload and mounting pressure for remaining IT employees.

At least ten team members resigned this year from the application development team, a unit which often consists of 20 members, according to a former software developer with the bank .

“I was handling one application then it doubled as a result,” Stanley* said.

“There’s a particular team where three members left in the space of one month. Now, four people’s responsibilities are being juggled by one person,” another employee, at the time of the interview in May, shared.

“The pressure is crazy. One person is doing three people’s jobs all in the name of efficiency. That’s why our cost to income ratio will always be the lowest in the industry,” Michael*, an ex-employee exclaimed.

GTB’s operating expense increased by ₦16.5bn from its 2019 figure (₦131bn) due to additional investment in technology to enable staff to work from home and costs associated with implementing safety procedures as well as COVID 19 protocols.
The frequent loss of experienced talents without a commensurate hiring rate resulted in gaps in technical capabilities, a source explained.

He said: “The application I am managing was handled by two people, but my partner has gone to join another team. If I’m leaving now, a new person can’t cram and get a good grip of everything in my handover note within 3 weeks. We simply need more people on the team!”

This gap is often reflected when there is a service downtime towards the end of the month caused by server overload. During this period, transaction volume increases due to salary payments and other month-end payments, leading to more pressure on existing resources.

According to sources, towards the end of the month, experienced hands would usually be proactive in tracking certain metrics and moving different applications across servers to ensure there’s space for the surge. But in the absence of such hands, performance management and quality control suffer.

TechCabal contacted Guaranty Trust Bank for comments but had not got a response at the time of publishing this article.

It’s not enough

The bank appears to have taken some steps to solve at least part of the problem that have caused recurring transaction problems this year.

On June 2nd, 2021 about 900 staff of GTB received a long overdue announcement: they had been promoted. It offered some consolation to many who had been expecting for a while.

However, a software developer who was promoted made it clear that this promotion won’t serve as a solution.

“We’re still understaffed. The App development team is almost half of what it was at the beginning of the year. They haven’t replaced people. Some people even got promoted but left because they don’t want the stress again,” he said.

Adamu*, a mid-level associate disclosed that complaints have been made to line managers who encouraged the units and explained that recruitments are ongoing for entry-level and experienced hands who will begin resuming from July.

“So… let’s wait and see”, he said.

*Name changed to protect their identity.

$1 = ₦ 400

https://techcabal.com/2021/07/09/gtbank-mobile-app-ussd-transaction-failures/

5 Likes 1 Share

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Dialpad: 5:44pm On Jul 09
I hope this is not someone trying to tarnish the image of the bank.

We have many accounts with GT, I thought GT was useless till I tried UBA and zenith.

It's a Nigerian problem... they need to upgrade their software

328 Likes 14 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Paxxcarl(m): 5:45pm On Jul 09
Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Nobody: 5:45pm On Jul 09
It happens sometimes, this is kind of exaggerated, network issues and interbank transfers delay is not uncommon

17 Likes 2 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Globad: 5:45pm On Jul 09
Gtbank is getting it wrong. Customer service in the banking halls is zero. Customers stand for hours before being attended to.

Their staff are overworked and they refuse to employ more staff even when the bank is making money.

The last time I was in one of their banking halls, I spent over two hours and decided there and then that the suffering was enough. I simply transferred all my balances to another bank. There is no point closing accounts anymore. Just transferr your entire balance to another bank.

By the way, only a handful of banks in Nigeria have good customer service.

232 Likes 10 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by MANNABBQGRILLS: 5:45pm On Jul 09
Dialpad:
I hope this is not someone trying to tarnish the image of the bank

Read the news a second time, this time ....... SLOWLY!!

A customer representative with the company explained under anonymity that most of the complaints this year have been about the USSD platform, mobile application, unexplainable SMS charges and lately, One Time Password (OTP) issues.

These are the recurring problems and complaints. Just ask any GTB customer.
They will share some bitter experiences

33 Likes 8 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by eherbal(m): 5:45pm On Jul 09
GTB has gone from being one of the most sought after bank, to literally one of the most useless and irresponsible . Ive lost count of times airtime loaded from their app that was deducted from my account but never activated on my phone. What about mysterious deductions that didnt have explanations? Try reaching out to their customer service,and was not responded to till after 4-5 days,and still yet, matter will not be resolved. My wife's case is even worse than mine. She's complained endlessly,and has resolved to switch lanes other banks. GTB has always been overrated , and that folks,is everyone's undoinggrin

51 Likes 4 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Racoon(m): 5:45pm On Jul 09
shocked What a gwan ndi GTB? Since their crisis with Innoson Motor, GTB has been tottering from one banking crisis to another.Their mobile banking app too has not helped matter.

13 Likes 2 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Nobody: 5:45pm On Jul 09
Buhariconomics

4 Likes 1 Share

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by MITCHELL96: 5:45pm On Jul 09
That's bad oo

1 Like 2 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by seunaj: 5:46pm On Jul 09
That bank with long queues from Monday to Friday. The people are beginning to realize that the workload that comes with banking job is not in anyway worth the pay. Frustrated staffs covered in suits inside the AC with alot of sexual harassment especially for the ladies.

83 Likes 4 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by juwoonn(m): 5:46pm On Jul 09
Banking job in Nigeria is too stressful.
Bankers are starting to realize that being a business person is better.

67 Likes 5 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Firstorderwizard(m): 5:46pm On Jul 09
I hope say my #1,120 is safe abii na to close the account undecided

74 Likes 2 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by greenie77: 5:46pm On Jul 09
This is not good for the brand!
Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Sabadon(m): 5:47pm On Jul 09
B

1 Like

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Mario619(m): 5:47pm On Jul 09
tongue shocked grin grin
Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by bigdammyj: 5:47pm On Jul 09
Noted
Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by MANNABBQGRILLS: 5:47pm On Jul 09
Over 40 million Nigerians use USSD services for mobile banking, GTB should get their acts together


At least ten team members resigned this year from the application development team, a unit which often consists of 20 members.

This is a No No for a bank/company that knows what they want!

25 Likes 8 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by NotBeenPaid: 5:47pm On Jul 09




GTB and its fraudsters employers are like bread and butter. One bank I hate the most.




5 Likes

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by abobote: 5:47pm On Jul 09
Abeg o, na that bank I take send small small money for my baby mama turned wife to the take of the kids

2 Likes

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Benesis: 5:47pm On Jul 09
Omohh
Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Maxymilliano(m): 5:47pm On Jul 09
This is not unexpected
Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by notmyrealmonika: 5:47pm On Jul 09
No matter what We moueve
.......

2 Likes 1 Share

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Greatzeus(m): 5:48pm On Jul 09
I have used GTB USSD code to transfer money 4 times today. It went smoothly and both parties received alerts. So I don't know what you talking about.

92 Likes 7 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by feelgoodstuffs(m): 5:48pm On Jul 09
Hmmm smells like propaganda

20 Likes 5 Shares

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by YTmami(f): 5:48pm On Jul 09
Smh

2 Likes

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Babafash(m): 5:48pm On Jul 09
Gtb what is happening. You guys used to be the best

7 Likes 1 Share

Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by sammyj: 5:48pm On Jul 09
cool
Re: GTBank Hit By Mass Resignation, Mobile App & USSD Transaction Failures by Realtalk20: 5:48pm On Jul 09
Buhari well done

5 Likes 1 Share

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