In today’s fast-paced digital age, efficiency in banking services is critical to sustaining the trust and satisfaction of customers. However, recent network challenges faced by Guaranty Trust Bank (GTBank) and Zenith Bank in Nigeria have led to widespread customer dissatisfaction. From interrupted online transactions to delayed fund transfers, these issues have become a daily source of frustration for millions of customers. This feature article serves as a direct plea to the management of these two reputable financial institutions to take urgent action to address these persistent problems and restore customer confidence.

GTBank and Zenith Bank, over the years, have been pillars in the Nigerian banking sector. Their reputation for innovation and customer-centered services has earned them a large and loyal customer base. However, it is disheartening to see these institutions struggle with network challenges that should be easily manageable in today’s digital era. This ongoing problem has severely hampered the ability of customers to access essential banking services, and it is essential that immediate steps be taken to correct this situation.

One of the most significant impacts of the network issues has been the inability to access mobile banking platforms, ATMs, and point-of-sale services. Customers attempting to transfer funds or make payments are frequently met with error messages, failed transactions, or severe delays in processing. For many small businesses and individual customers who rely on these services for their day-to-day transactions, the inconvenience is unbearable. People have reported being stranded in supermarkets, unable to pay for goods after several unsuccessful attempts to use their debit cards.

Furthermore, these network issues are not only affecting daily transactions but also the broader economic activities of many Nigerians. Business owners, traders, and individuals who rely on prompt access to banking services are left in the lurch, unable to complete essential financial operations. This situation puts a strain on small and medium enterprises (SMEs) in particular, which are often dependent on fast, efficient banking services to maintain their operations.

The Unseen Emotional Toll on Customers

Beyond the financial inconveniences, there is a growing emotional toll on customers who feel abandoned by their trusted banks. Many users report feelings of helplessness and frustration as they encounter the same network issues repeatedly. Imagine rushing to meet a deadline for a transaction only to find that the bank’s network is down again. This is the reality many Nigerians face daily, and it is taking a toll on their trust in these institutions.

Customers are left in long queues at ATMs or in banking halls, sometimes for hours, waiting for the network to be restored. In a time where digital banking was expected to reduce such inconveniences, it is deeply concerning to see the opposite happening. With each passing day, more and more customers are questioning the reliability of the systems put in place by these banks.

It is essential for GTBank and Zenith Bank to acknowledge the gravity of the situation and act swiftly. A thorough review of their current digital infrastructure is required to identify the root causes of these network failures. Both banks have the resources and expertise to ensure that their systems are upgraded to meet the demands of a growing customer base. The current inefficiencies are tarnishing their hard-earned reputations.

Adaora Umeoji

In an era where technology plays a pivotal role in banking, customers expect seamless experiences. Whether it’s transferring money to family or making payments for goods and services, the modern-day customer expects banks to deliver without unnecessary disruptions. GTBank and Zenith Bank must recognize that continuous network failures are not acceptable and should not be normalized.

Solutions Are Within Reach

There are several ways these banks can address the problem. First, investing in more robust IT infrastructure and backup systems will ensure smoother operations even in times of peak demand. By improving server capacities and working with experienced IT professionals, the frequency of network outages can be reduced.

Secondly, proactive communication with customers is crucial. Many customers express frustration at the lack of updates when systems go down. By providing timely and transparent updates via text messages, emails, or social media, both GTBank and Zenith Bank can alleviate some of the frustrations customers feel. Customers are more understanding when they are kept informed about the status of the services they rely on.

The Need for Enhanced Customer Support 

Additionally, it is crucial to improve customer support. Too often, customers are left without answers after reporting a failed transaction or other network-related issues. By enhancing their customer service channels and offering more responsive assistance, these banks can rebuild the trust that has been eroded by these frequent network challenges.

Both institutions should consider expanding their technical teams and equipping them to troubleshoot problems faster. Customers will feel more valued when they know that their complaints are being treated with urgency and professionalism. A delay in service resolution only compounds the frustration felt by customers.

Learning from Other Markets

It may also be beneficial for GTBank and Zenith Bank to look at how other banks in developed markets handle similar challenges. For example, many banks in the West have implemented advanced failover systems that ensure seamless transactions even when the primary systems fail. These technologies are designed to automatically switch to backup systems, minimizing downtime and maintaining service continuity.

Similarly, cloud computing and decentralized server systems have proven effective in reducing outages. By adopting such innovations, both GTBank and Zenith Bank can future-proof their systems against potential disruptions. It is important to recognize that banking is no longer just about physical branches; digital reliability is now at the core of customer satisfaction.

The Risk of Losing Customer Trust

There is also a broader implication for GTBank and Zenith Bank if these network issues persist. In a competitive banking sector, customers are not short of alternatives. Many are already considering switching to other banks that offer more reliable services. The rise of fintech companies and digital-only banks further heightens this risk. If these banks fail to improve their systems, they may see an exodus of customers who are fed up with the constant disruptions.

This loss of trust could lead to a negative ripple effect. Once customers begin migrating to other institutions, it could take years for GTBank and Zenith Bank to regain their lost market share. Thus, it is in their best interest to act quickly before this dissatisfaction becomes irreversible.

Finally, regulatory bodies such as the Central Bank of Nigeria (CBN) and the Nigerian Communications Commission (NCC) also have a role to play. These institutions should work with banks to ensure that network issues are swiftly addressed and that customers’ rights to uninterrupted banking services are protected. Regulatory pressure can serve as a catalyst for positive change within these institutions.

In conclusion, GTBank and Zenith Bank have built remarkable legacies in the Nigerian banking industry, but their recent network challenges are threatening to undo years of goodwill. By investing in better technology, improving customer communication, and taking swift action to resolve these issues, they can restore customer trust and continue to be leaders in the banking sector. Customers deserve better, and the time for change is now.

Zainab Bulama, a 300 level student from Mass Communication Department Borno State University, Maiduguri Borno State.