GTBank apologises to customers over app hitches, suggests alternatives

Guaranty Trust Bank (GTBank) has tendered an apology to customers for difficulties experienced while trying to access its mobile banking app ‘GTWorld’.

The financial institution issued the apology in an email to customers on Saturday.

TheCable had reported that customers of the bank have expressed grievances over their inability to access banking services.

The development comes amid an update which was expected to improve the app’s features but instead led to login issues for customers.

Reacting to the complaints, GTBank said the difficulties experienced were due to technical glitches.

The bank assured users that its technical team is working tirelessly to rectify the situation and restore full functionality to the app.

“We are aware that as a result of the recent update we initiated on the GTWorld Mobile Banking App, you have been unable to log in to the App,” the message reads.

“First, we would like to sincerely apologize that we couldn’t deliver the new GTWorld App to you seamlessly as we had communicated.”

To alleviate the impact of the inconvenience on customers’ banking experience, GTBank advised users to utilise its internet banking platform as an alternative.

“By visiting www.gtbank.com, customers can access their accounts using their existing User ID and Password from GTWorld, Bank Account Number, Mobile Number, or Email,” the bank said.

The bank further provided instructions for generating e-tokens to complete transactions securely on the internet banking platform.

“For online banking, kindly go to www.gtbank.com and log in to Online Banking using any of the following: the same User ID and Password you use on GTWorld or Bank Account Number or Mobile Number or Email,” the message reads.

“If you do not have a hardware token, please generate e-tokens for completing transactions on Internet Banking by dialing *737*7# or by downloading our e token App via the Play Store or App Store.

“If you have forgotten your password, you can easily reset it on the Online Banking login page or call GTCONNECT for assistance.

“Customers can reach out to the 24-Hour Contact Center or contact GTBank via WhatsApp at 0904 000 2900 for assistance.”