GTBank Customer Service is poor: Bring back the humans!

Customer service is the rave these days, because we know it is what differentiates competing businesses.  Guarantee Trust Bank Nigeria (Gtbank) has recently been trumpeting that they have gone “social”, meaning that you can both bank and reach customer support through the likes of Facebook and Twitter, but I think they should have focused on doing better the traditional one first.  Technology is no replacement for mediocrity.

Before they automated their email support ticketing system, you would usually be able to reach a real human being who would take the pains to understand your problem, and eventually solve it.  Now when you send a mail to either cardservices@gtbank.com or complaints@gtbank.com, you can almost predict what will happen.

First you receive an automated email like this:

“Dear Name Surname,

Thank you for contacting Guaranty Trust Bank plc.
This is to acknowledge receipt of your e-mail captioned ”Subject” to which the reference number ##xyz## has been assigned .

You will receive a response to this mail within 24 hours.

Do contact our call center on +234 1 4480000, 0700 GTConnect (482666328), +234 80 3900 3900, +234 80 2900 2900 should you have any enquiries.

We thank you for banking with GTBank and appreciate your patronage of our products and services.

Guaranty Trust Bank plc
Plot 635 Akin Adesola Street, Victoria Island, Lagos, Nigeria.
Tel: +234-4480000 | Mobile: +234-8039003900 | Web: www.gtbank.com

Wouldn’t you rather bank with us?      
This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any use of the email by you is prohibited. If you have received this communication in error, please notify the author by replying to this e-mail immediately.”

After this, someone is going to reply you giving a non-committal reply which (as they say) is “neither here nor there”, but really pushing the buck back to you.  And then they will close the ticket…

They have never solved any real problem of mine in the last one year at least.  They used to be better.

What is your experience?

 

12 thoughts on “GTBank Customer Service is poor: Bring back the humans!”

  1. Please work on GTB customer services lines and even the customer service officers at most of your branches. The machines wastes callers airtime and end up frustrating you more and the customer services officers hardly greet or attend politely to customers.

  2. I opened an account as a student in university of calabar with gtb agent and it almost two month now no message have been send to me. what will I do

  3. I used my atm to pay in my school through pos machine and the first the woman tried it,it declined but the second time,it was successful. I am to pay N2,000 and 4,000 was deducted and dey sent just 1 sms which was N2,000

  4. I made a withdrawal with my GTbank mastercard in UBA. They debited me without dispensing the cash. Have filled the form till now no reversal, only to send me text that is pending with the acquiring bank , is getting to 2weeks now. Am disappointed in GTbank.

  5. I think Gtb needs to orientate their security outfit at sagamu branch, they are so rude, full of themselves and abusive. For one of them to call me an illiterate, let them visit first bank and see how their security men welcomes their customers. They lack customer relation, not even a warm welcome smile on their faces.

  6. Have never seen a bank as useless as GTBank.. Every operation in their baking system is 0 over 100. From customer service to their complain team.. None are useful.. From the moment I open an account with them.. I have spend more than £100 running after them for my money.. They are not even worthy and I believe very soon when they loose every customer they have, it will be a late wake up call to their face. Every mail I send to GTBank or request, none is reply too or carried out.. Now, I just have my money seating down in the account, can’t use it for the benefits of what I open the account for.. Over 3 months now, an just looking at figures in my account which I paid into.. Can’t move the money, can’t sent or transfer to my extended families which was the reason I open the account.. The account is just so fucking useless with no use for it. Am sick and feed up, just want all the money GTBank take off my account they did not give me the service, because am in the UK and I can’t walk into any of their branch.. It is very difficult for me to know how to deal with them.

  7. GTB asero branch abeokuta is the worst, the service is too slow, unfriendly attendants,and so rude, I didnt base in Nigeria but when I came home I requested for account updating form both from GTB and DiamondBAnk to enable getting my account information on time outside nigeria, in less than 24hrs Diamond Bank made their update,but as for GTB ,one month has passed by now nothing was done,I keept going back but those moody staff kept telling me it will be done, still nothing.

  8. Gtbank customer service has suddenly turned into a nightmare. An issue I had with ATM withdrawal in Awka, where I was debited without the machine dispensing any cash on 7 July, 2014 could not be resolved either by Gtconnect or the branch customer care representatives until October 20th, 2014 after series of frustrating phone calls and visitation to various branches. It was a horrible experience.

  9. GTCONNECT is wasteful, failing and disappointing; how on earth can one wait online for 20mins to make a simple inquiry and no result?

  10. I am a customer of Zenith bank Wuse zone 4 Abuja. I used their card on Gtbank AdeTokunbo Asemola since 17th June. I was debited without payment. Up till now my know reversal.

  11. They have the worse customer service you will ever experience in a bank.Try Airport Road Branch Warri if you doubt my words.

  12. In my book, Zenith bank currently leads in customer experience. When I call their “hot” line, I really experience the “heat” for the call is usually answered before the third ring. And they solve your problem, even calling you back should you experience a dropped call.

    GTBank learn!

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