Published 17th Mar, 2023

By Opeyemi Lawal

Florence Aderemi, a Lagos-based content creator, has detailed how Guaranty Trust Bank (GTB) refused to reverse a N5,000 failed transaction.

Aderemi told FIJ she wanted to test a new debit card she had just received from the Ikeja branch of the bank on Wednesday when she was erroneously debited.

“On Wednesday, I was at GTBank Ikeja branch to get a new debit card. After getting it, I decided to withdraw some money from the ATM,” Aderemi told FIJ.

“On the first trial, the machine went out of service. I removed my card. There was no debit alert at this point.

“I tried again only to discover through my email that they had deducted the money from my account.”

The content creator said when she wanted to complain, a security officer told her the bank had closed for operations.

“Immediately, I tried to enter the banking hall but the security operative denied me entrance and said the bank had closed for operations,” said Aderemi.

“I had to use another of their machines to make the withdrawal.”

Aderemi said she made several calls to the bank over the dispense error but no one attended to her.

“I called them several times, but they kept saying all their customer representatives were busy. For more than 20 minutes, my airtime was burning, yet I couldn’t speak with them,” she said.

“I also lodged a dispense error complaint via the website. I called them again yesterday, and I was connected to a customer care representative after several trials.

“The customer representative said I had to wait 24 hours for a reversal.

“This is more than 24 hours now, yet nothing from them. I have called them again today, but as usual, they were busy.”

FIJ made several calls to GTBank but all their customer representatives were busy.

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