Digital Banking Disrupted: Zenith, GTBank Customers Face Migration Issues

Frustration Lingers for Zenith, GTBank Customers Post-Migration

“I can't transfer. Someone sent me money, it's showing on the transaction...”

Core Banking System Migration Woes: Top-Tier Bank Developer Reveals Complexity of Transition

Zenith Bank and GTBank's migration to new core banking platforms has left customers frustrated, despite assurances of completion. Weeks after the transition, significant service disruptions persist.

Customers continue to face issues like failed transactions and disappearing account balances, hindering basic transactions. The banks' inability to fully restore services has escalated frustrations.

The ongoing difficulties have sparked concerns among customers of other banks planning similar upgrades, particularly Access Bank, which is expected to announce its system upgrade soon. Initially scheduled for October 12, Access Bank postponed the migration, promising a new date in the coming weeks.

Customers have shared their disappointing experiences since the migration began. One Zenith Bank customer reported being unable to access his account during the upgrade, which was supposedly completed on October 3. Although the app now opens, transactions remain impossible.

Key Issues:

1. Prolonged service disruptions
2. Failed transaction
3. Disappearing account balances
4. Inability to complete basic transactions
5. Growing customer frustration

Banks Affected:

• Zenith Bank
• GTBank
• Access Bank (upcoming upgrade)

Timeline:

• GTBank's migration: Initially scheduled for October 12
• Access Bank's migration: Postponed, new date pending

“Ever since I was able to log in to my app, I have not been able to transact because my account is showing N0.00, even though I have over N200,000 in the account.

“I can't transfer. Someone sent me money, it's showing on the transaction history but it's still not reflecting on my balance. It is really frustrating,” he lamented.

Despite GTBank's October 14 announcement that its core banking upgrade was complete and all services restored, customers remain frustrated. As of October 21, many report ongoing issues with failed transfers.

One customer's experience typifies the problem: “My October 15 transfer attempt via GTBank's app failed, and the funds haven't been refunded yet.”

“I don't understand GTBank anymore. Since on 15th of this month, the transaction I made is still hanging. I cannot even access my transaction history on the app. To make matters worse, they are not responding to my complaints. My money is still hanging,” she complained.

“I made four different transfers to different banks on the 16th of October and on the 19th, till now the recipient hasn't received the money and I haven't gotten a reversal. This is a terrible experience,” another GTBank customer said.

Affected banks remain silent amidst ongoing customer complaints about service disruptions. Prior to its October 11 core banking system transition, GTBank warned customers about potential interruptions. However, its last update on October 16 claimed full restoration of services, contradicting ongoing issues.

Similarly, Zenith Bank's October 14 announcement declared the completion of its core banking platform migration. The bank promised seamless, round-the-clock transactions through digital channels. Yet, many customers continue to face difficulties, experiencing delays and inefficiencies.

Banks' Communication Timeline:

GTBank:

Pre-transition warning (before October 11)

 Last update (October 16): Services fully restored

Zenith Bank

  Last update (October 14): Migration complete, promising efficient transactions

Customers await further updates and resolutions.

A senior backend developer from a top-tier bank notes that core banking system migrations are inherently complex, requiring substantial time to stabilize post-transition.

“Migrating to a new core banking system is not a switch off/switch on thing, it may take two weeks to one month because it involves the movement of customer biodata.

“In some cases, a bank may not need to move customer transaction data. However, for every change, the banks will need to integrate with their various channels such as ATM, USSD, internet banking, and so on and this is why it takes time for them to stabilize,” he explained.