As commercial banks in Nigeria continue to struggle with prompt delivery of customer-initiated transfer services, a review of the feelings of GtBank customers who used Twitter between July 1 and July 2, 2023, to express their views has revealed that the bank’s customers want proactive steps from the bank. The views, which were compiled between 10:10 p.m. on July 1 and 3:12 a.m. on July 2, reveal that some customers initiated transfers out of necessity. According to them, the transfers were unsuccessful, and efforts to obtain a prompt response from the bank’s help desk were futile.
A user, who claimed that the transfer service was initiated, points out: “Someone sent me money since Friday from @gtbank, and up till now I haven’t gotten it. Make una [pidgin English] release my money. Nigeria is not smiling.”
Maddison Favour, another customer, who tweeted at 10:49 p.m. on July 1, 2023, specifically tagged the bank’s help desk (@gtbank_help), says: “I made a transaction yesterday to purchase a box at the market, got debited, but he hasn’t received the alert yet, and I’d be travelling this afternoon. I’ve contacted him now and he still hasn’t received it; please do something urgently about it. I need to collect my box.
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From Maddison Favour to other customers, our analysis shows that they are seeking urgent attention from GtBank regarding their specific issues. They are emphasising the need for a prompt response from the bank.
Reacting to another issue, Tipofmypen, who tweeted some minutes past 10 p.m. on July 1, 2023, says, “They cannot even flag a GTB account that received fraudulent money.”
Based on these reactions, our analyst notes that the bank needs to address the concerns related to money transfers by conducting an internal review of the transfer processes. This, according to our analyst, could be done by identifying and resolving any technical glitches or system errors that cause failed transfers. Our analyst adds that the bank also needs to implement robust monitoring systems to track transfer status and ensure swift resolution in case of any discrepancies.
By addressing customer concerns in a timely and efficient manner, GtBank can improve customer satisfaction, strengthen its reputation, and build long-term customer loyalty, our analyst stresses.
This is 2024 and all these concerns and more still exist. It has actually gotten worse. I believe this bank is too big for them to operate. I’ll rather try a smaller bank with a leaner network. The bigger the bank in Nigeria, the bigger their headache.