GTBank apologises to customers, admits challenges in core banking transition
Guaranty Trust Bank (GTBank) has admitted facing difficulties in its recent transition to a new core banking system, Finacle Suite of Core Banking Application Systems, which caused disruptions to its services.
While apologising to its customers, the bank in a statement released acknowledged the inconveniences experienced by customers and expressed gratitude for their patience and continued support during the challenging period.
GTBank reaffirmed its commitment to improving the customer experience, stating that the system upgrade was necessary to enhance agility, adaptability, and service delivery.
Reassuring its customers that the transition was aimed at achieving a seamless and superior service experience in the long term, GTBank explained:
“When we began the process of implementing the new Finacle Suite of Core Banking Application Systems, our goals were clear: to remain agile as we grow, adaptable, and most importantly, to improve your service experience. Yet, we must humbly acknowledge the challenges along the way.
“The process, though necessary, brought with it delays in transaction processing and interruptions to what should be seamless service and we sincerely apologize for this.
“We recognise how deeply this period of service disruptions affected your personal activities and business operations and we thank you for standing with us through it all, offering grace in times of frustration. Thank you for believing in us and allowing us the privilege of continuing to serve you. We are grateful beyond measure.”
GTBank had on October 9th, 2024 notified its customers of an impending migration of its core banking application system to a new one, which would cause a temporary disruption in banking services.
The transition to a new and robust suite of Finacle Core Banking Application Systems was set to commence on Friday, October 11, 2024, and was expected to be completed by Monday, October 14, 2024.
However, the Bank had to extend its initial timeline of service restoration, saying the transition was taking longer than anticipated.
During that period, customers of the Bank struggled to transact, many were frustrated as they could not withdraw their money in the bank.
“When we began the process of implementing the new Finacle Suite of Core Banking Application Systems, our goals were clear: to remain agile as we grow, adaptable, and most importantly, to improve your service experience. Yet, we must humbly acknowledge the challenges along the way.”
