In November, Guaranty Trust Bank (GTB) deducted N1.056 million from the account of Thomas Anu (not real name), a resident of Makurdi, Benue State, for a series of failed transactions.
Forty days later, the N1 million has neither been reversed to the customer’s GTBank account nor credited to the receiver’s account.
Anu told FIJ that he needed to fund his account on Bangbet, a platform for online sports betting, on November 29 with his GTBank mobile app.
The first transaction of N1,000 was successful. It appeared in his Bangbet account.
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“However, the subsequent transactions of N300,000, N698,800 and N57,000 respectively failed, and I was debited for each,” said the GTBank customer.
The receipts he obtained via his GTBank mobile app showed that the three transactions were ‘successful’, but his BangBet wallet was not credited with the funds.
“I have wasted over N20,000 on transport going to GTBank to complain. Nothing has been done. I’m devastated,” said Anu.
He also contacted the bank via email, tagged them on X and called several times, yet he got no positive response.
On December 13, responding to Anu’s email, the bank told him that his inquiry would be resolved on or before December 16, but nothing was done.
“This was the last email I received from them. They assured me that it would be resolved on December 16. They lied to me,” he told FIJ.
“I usually have failed transactions on Kuda whenever I fund my betting account. Once I report the failed transactions, Kuda refunds me within three hours. But GTBank has not refunded me.”
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The last email from GTBank
His Bangbet transaction history for November
FIJ learnt that the betting platform told Anu that the transactions had not yet appeared on their end.
Bangbet then advised him to contact GTBank to request a refund if his account had not been credited with the funds after 24 hours.
Bangbet’s response.
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“I have been visiting various GTBank branches to lodge complaints and request a reversal of my funds, but nothing has been done despite their repeated promises,” Anu explained.
“It has been weeks now, and my money is still hanging.
“I once had a similar experience with Kuda Bank, but they resolved the issue and reversed my money within three hours. I cannot understand why a major commercial bank like GTBank has not resolved the failed transaction issues.”
FIJ sent an email to Bangbet and GTBank on Monday.
In its response, Bangbet hinted that Anu would need to contact GTBank for further assistance because his bank “is in the rightful position to run a trace and possibly salvage the funds”.
The response received from Mayowa Adewumi, from GTBank’s e-fraud, analytics and e-channel security group, reads: “The customer’s complaint is getting required attention We will engage our customer with feedback.”
The post GTBank Customer’s N1m Yet to Reach Destination 40 Days Later appeared first on Foundation For Investigative Journalism.