Guaranty Trust Bank (GTBank) has issued an apology to its customers following significant service disruptions caused by its recent upgrade to the Finacle Suite of Core Banking Application Systems.
The bank acknowledged the challenges experienced during the transition and reassured customers of its commitment to improving service delivery.
In a statement addressing the situation, GTBank expressed regret over delays and transaction interruptions that affected both personal and business activities.
“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 statement read.
The bank highlighted that the upgrade, while essential, resulted in unanticipated service delays.
“The process, though necessary, brought with it delays in transaction processing and interruptions to what should be seamless service, and we sincerely apologise for this.”
The bank also expressed gratitude to its customers for their patience and understanding during the difficult period.
“We recognize 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.”
The core banking system upgrade was initially scheduled to take place from Friday, October 11, 2024, to Monday, October 14, 2024.
However, unforeseen delays extended the restoration timeline, leaving many customers unable to access their funds or process transactions.
Despite the temporary setbacks, GTBank has assured customers that the new system will provide long-term benefits, including enhanced efficiency, seamless transaction processing, and an overall superior banking experience.
