For nearly three weeks, customers of Zenith Bank and Guaranty Trust Bank (GTBank) have been ensnared in service disruptions due to system upgrades, leaving them unable to perform basic transactions or access their funds.
PLATFORM TIMES reports that the timing of the disruptions, as month-end approaches, has compounded anxieties as workers across Nigeria brace for salary payments, with concerns mounting over accessibility when the funds land in their accounts.
The disruptions stem from core banking migrations—a process intended to modernize the banks’ operating systems.
Both banks, aiming to improve user experience, had advised customers to expect temporary downtimes.
But rather than a seamless transition, the upgrade has yielded numerous issues, including failed transactions, missing balances, and a general inability to access accounts.
While Zenith Bank initially reported its system migration was complete after a week, customers continue to encounter transaction problems and frozen accounts.
GTBank, on the other hand, has seen a more protracted issue since it began transitioning on October 10.
On that date, GTBank announced early branch closures and digital downtime to allow for migration to a “robust” new system.
However, even after confirming the completion of the upgrade on October 14, many customers remain unable to access their accounts or see accurate balances.
The banking crisis has sparked widespread frustration, as social media platforms are flooded with complaints.
Several users on X (formerly Twitter) voiced their grievances over inconsistent communication from GTBank.
Customers shared that the bank prioritized invitations to masterclasses over clarifying service disruptions.
One user remarked, “GTBank hasn’t explained why our accounts are messed up, but they’re sending emails about fashion masterclasses!”
For many, the impact is severe. Business owners, such as Ogun State-based shopkeepers, report being unable to restock inventory as funds are inaccessible.
One business owner shared, “We didn’t realize they were upgrading the app until it was too late.
Customers have been depositing into our account, but I only found out last Friday when I couldn’t transfer money to my supplier.”
Individual customers, particularly workers who depend on their accounts for daily transactions, are bearing the brunt.
Martha Yusuf, an accountant and mother of two, explained that she had to borrow money to cover essentials like food and transportation.
“I didn’t think the app issues would persist, but now my balance shows zero. My salary is due soon, and I don’t know if I’ll even be able to access it,” she lamented.
Some customers have taken drastic steps to mitigate the risk of missing salary payments.
User Sheun Adeola suggested that GTBank clients on his team transfer their payrolls to other banks, like Providus and Opay, to avoid potential delays.
“Told GTB users to change their salary accounts before payroll is done,” he posted.
GTBank and Zenith Bank representatives have yet to publicly address the continued disruptions.
For now, as payday approaches, customers are left in limbo, unsure if their funds will be accessible when they need them most.
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