By Ivan Mwine
Officials at Guaranty Trust Bank which is popularly known as GT Bank, have come under fire after one of their clients lost over Shs28M, which was illegally withdrawn from her accounts through internet banking.
To make matters worse, when the client, only identified as Abalo contacted the Bank in an effort to establish the thieves who stole money from her accounts, almost nothing was done to help her.
Here below is Abalo’s narrative of the predicament she is facing at the hands of a commercial bank that is mandated by law to safeguard all depositors’ accounts, which she shared in a twitter thread;
On 13/9/22 lost my phone and lost Shs28m on an account at Gtbank thru internet banking n yet I did not sign up for the product on this account. I asked the bank to explain how that account was accessed and they refused to show me my account opening form and blamed me for not calling them after phone loss.
The lady at the counter then said the 2nd account was accessed using internet banking and told me she couldn’t help me further and that I should go to their head office.
I reached there and the staff at E-banking department told me that all funds had been cashed out from the numbers that received the cash.
I then asked them to explain how my Shs28m left the 2nd account using internet banking service that I never applied for when I opened the account in Jan 2020 after I left the bank as an employee and the IT team said I had applied for internet banking in 2018 as seen in their system.
I told them that in 2018 I was still a staff at the bank and held a staff account and my first savings account where I had applied for mobile and internet banking to be able to explain to clients how the product works but when I left the bank my staff account was closed by the bank.
The bank couldn’t explain to me further so I asked for my account statements and reported the loss of funds to police and some police offered to track the thieves using the numbers that received the cash but nothing came out of that.
On the 19th/9/22 I wrote a letter to Gtbank demanding an explanation of how my 2nd account was accessed since I had not applied for internet banking and requested them to accept responsibility for the loss of the 28m on that account and make a refund but I got no response.
At end of the week, I went to see the MD of Gtbank Mr. Oluwole Shodiyan and he said the issue had reached him and the bank is conducting an audit and that he will personally call me with a response next morning.
The next morning, he called to tell me that the report is on his desk and that a bank official will call me to discuss the audit results before close of business same day.
I received an email past 7:00pm saying that my relationship manager has a letter which responds to my complaint. Saturday morning, I went and picked the letter from their Headquarters.
No one sat with me to talk about the whole issue. The letter was handed to me and this is what the bank had to say; that I didn’t call them when the phone was stolen, that for my first account I had applied for mobile and internet banking, that the line that got lost was not in my names.
That the 28m on my Second account was withdrawn using internet banking information that already existed in their system and that I should seek for resolution about my loss from MTN. The bank refused to show me my account opening forms which show that I didn’t apply for internet banking.
I lost a total of Shs31.7m but I reasonably didn’t ask for the 3.7m on my first account because as such I had applied for mobile banking on it and the loss of my phone had compromised my information, but the bank should have protected my second account as I hadn’t applied for internet banking.