Guaranty Trust Bank (GTB/GTCo) app upgrade was expected to bring new features, and generally make the app run more smoothly and effectively, but the reality of customers has been “what I ordered versus what I got.”
Here’s a review of the app as a user myself.
Upon opening the app to perform a quick transaction, I was shocked to see the new interface, and a flash message that said the app has been updated. I don’t remember receiving a mail or text from GTB of the upcoming update.
“This should only take a few minutes,” I thought. Well here I am, days later, still trying to log in. This is still a review, I promise.
App updates come with… well, updates. However, if there are any improvements, bug fixes or new features on the new GTB app, I am yet to experience them as I haven’t been able to go past the phone number verification which is the first step to logging in.
With the new update, you’d have to verify your account with the phone number tied to the account. After typing in my phone number, I get a prompt to type in a 6 digit code sent as an SMS to my number, and the expiration timer starts running. The SMS doesn’t come before the timer elapses, so I click on “resend” and the timer starts counting again. After several attempts, I give up and turn to OPAY for help.
The codes come in hours later but are useless because they have all expired.
Initially, I blamed it on poor network from my mobile network provider and tried again using WiFi, but the experience stayed the same.
The auto-update of the app was initiated on the 12th of July, 2023 and has been trailed by different versions of the same tale of frustration as users get different experiences at different stages of the login process.
Some users did not receive an automatic update so they had to start by manually updating the app.
While some users lament that the app freezes at some point, some others have actually been locked out of their accounts due to multiple login attempts.
Last week, the bank apologized for the difficulties and assured customers that its technical team was working tirelessly to rectify the situation and restore full functionality to the app.
I saw a fellow GTB app user do a victory dance on her WhatsApp status today after she finally was able to log in.
I am hoping when I finally break through this log in barrier, the experience would be worth the stress and a dance.