Complaints & Enquiries

This is when your cash was not dispensed at the ATM or card transaction was declined/failed on a POS/WEB and there is no reversal after 24hours.

Internet Banking

• Log on to internet banking with your User ID and Password
• Click “Cards”
• Click “Dispense Error”
• Select the account and the channel on which transaction occurred.
• Complete the displayed form with details of unsuccessful transaction
• Provide answer to your secret question
• Click “Continue”
• Click “Submit”

WEBSITE

• Click here to report a Dispense Error

ATM

• Insert your card in a GTBank ATM
• Select dispense error option on the ATM
• Select the account type (current/savings)
• Details of your last 5 transactions will be displayed
• Enter the STAN (6 digit) of the transaction
• Click on proceed.

GTWorld

• Log on to GTWorld
• Select “Account Details”
• Select“Cards”
• Under “Card History”, click on “see more"
• Select the declined card transaction.
• Click "Report dispense error"

Timelines:

• For Local ATM dispense errors that occurred on GTBank terminal, funds are reversed within 24 hours
• For Local ATM dispense errors that occurred on other bank’s terminal, funds are reversed between 5-8 days
• International dispense errors are resolved in 45 days

Please follow the steps below:

• Download the application from your application store (Google Playstore/Apple Store)
• Install application on your device and click on ‘sign up’ on the landing page of the application.
• You will be required to enter your NUBAN (10 digits account number), debit card PIN (4 digit PIN used for ATM withdrawals / Online payments) and OTP sent to your registered email and phone number, you can also generate OTP from your hardware token or dial *737*7# to generate a soft token then click continue.
• You will receive a confirmation that your login details have been sent to your registered email address.
• The login details (User ID and Password ) should be entered to access the GTWorld /GTBank Mobile App

You can hotlist (deactivate) your debit card by dialing *737*51*10# from your registered mobile number

GTWorld

• Log on to GTWorld
• Select "Account Details"
• Click "Cards"
• Select "Block Card"
• 
  

GTAssistant

Send an email to gtassistant@gtbank.com using the format below:

Dear GTBank,

Kindly hotlist card for account number XXXXXXXXX

Regards.

Note: the output will be sent to the email address profiled on the account.

Internet Banking

• Log on to internet banking with your User ID and Password
• Click “Cards”
• Click "Card Hotlist"
• Select “Card Number” and “Request Reason”
• Input secret question
• Click "Continue" and Input token generated code
• Click Submit
• A pop up screen confirming the deactivation of your Naira Mastercard will be displayed.

ATM Option

• Press any Key on the ATM to perform cardless transaction
• Select "Cardless Hotlist"
• Enter phone number
• Supply the last four digits of the card to be deactivated/blocked/hotlisted
• The card is deactivated/blocked/hotlisted successfully

Please note that once your Naira Mastercard is deactivated, you will be unable to unblock it and/or use it for any form of transaction.

Alternatively, you can call GTConnect or visit a branch to complete the appropriate form.

Valid Regulatory ID card- International Passport, Voters Card, Drivers' License, National ID card, NIMC slip with NIN number

This can be sent to your registered email address using - GTConnect IVR (please follow the automated voice prompt to self-serve for the statement to be sent)

On GTWorld

• Log on to GTWorld
• Select "Account Details"
• Click "Statement"
• Select your preferred Start and End Date
• Click "Send"

Please note that the statement will be sent to your registered email address. The maximum possible period for statement request is the last 6 months.

On Internet Banking

• Log on to your Internet banking profile
• Click on Account Statement
• Use the drop down button on “Select Account” field to choose the account you intend to generate the report.
• Use the drop down button on “Period” field to select the desired period
• Click on ‘Go’
• Once the report is generated, use the drop down button on “Export Format” to select a format.
• Click "Export Statement".

GTAssistant

Send an email to gtassistant@gtbank.com using the format below:

Dear GTBank

Send my statement from month-day-year to month-day-year (i.e. May1st 2022) for xxxxxxxxxx (i.e. account number)

Regards.

Note: the output will be sent to the email address profiled on the account

Alternatively, you may visit a branch to request for a copy of your statement.

Updates on Email, mobile number, address, date of birth and name can be done on the internet banking platform or at the branch (relevant documents will be required to be uploaded on the internet banking platform).

Phone number update can be done on the ATM or on the IVR (please follow the automated voice prompt to self-serve for the update) when you call GTConnect

Updates on Email, mobile number, address, date of birth and name can be done on the internet banking platform or at the branch (relevant documents will be required to be uploaded on the internet banking platform).

Visit the online portal to open an account today.
Visit any GTBank branch near you.

You can request for QuickCredit instantly by dialling *737*51*51#

Quick Credit is also available on all GTBank online and mobile banking platforms (Internet Banking, GTWorld, GTBank Mobile App)

Your Naira or Dollar Card may be declined for the following reasons:

• Card was not activated
• Insufficient funds in your dollar account: Be sure to transfer funds from your domiciliary account onto your card account, if necessary.
• Use of wrong PIN 3 consecutive times in a day
• Exceeding daily ATM withdrawal limit
• Card is used on a magnetic striped terminal
• Providing a wrong billing address different from address indicated on the card application form