Customer Care at GTBank (GTB): How to Get Fast, Effective Support

What “Customer Care” Means at GTB

Guaranty Trust Bank (GTBank) — now part of Guaranty Trust Holding Company Plc (GTCO, restructured in 2021) — serves millions of retail, SME, and corporate clients across multiple African markets and the United Kingdom. With a high volume of digital transactions every day, its customer care model is designed around always-on channels, standardized complaint handling timelines, and strong fraud response protocols.

As a customer, you should expect 24/7 access to support through digital banking, phone assistance, social channels, and in-branch help. For the quickest resolution, GTB prioritizes authenticated, in-app and web requests that carry the context of your account, device, and recent activity. In practice, this means you’ll resolve most issues faster if you start from the GTWorld app or Internet Banking rather than a generic email.

Official Channels You Can Trust

The most reliable starting point for any support request is the official website: https://www.gtbank.com. Use the site to sign in to Internet Banking, locate the Contact Us page for your country of operation, and reach the correct team (for example, Cards, Transfers, or Account Services). The GTWorld app (Android and iOS) includes secure in-app chat and quick actions (card freeze, dispute a transaction) that are routed to the right desk automatically.

USSD is available in Nigeria via *737#, which works on any mobile network and does not require data. You can check balances, transfer funds, buy airtime/data, and carry out card or account safeguards in seconds. For security-related issues, USSD actions are often the fastest way to protect your account before you speak to an agent.

If you prefer a physical touchpoint, the head office address for Nigeria is: Plot 635, Akin Adesola Street, Victoria Island, Lagos, Nigeria. Note: customer issues are best handled at your nearest branch or via the digital channels above; the head office does not function as a walk-in service center for day-to-day complaints. Typical branch lobby hours in Nigeria are Monday–Friday, roughly 8:00–16:00 (public holidays excluded), while contact center support remains 24/7.

When to Call vs. When to Use Self-Service

Use self-service first for routine tasks and urgent security actions. It’s faster, records a digital trail, and often resolves the issue without waiting in a queue. Call or visit a branch when your case requires identity revalidation, document submission, complex chargebacks, or account-level exceptions that an agent must review.

If you do call, have your 10-digit NUBAN account number ready, the last 4 digits of your card (if card-related), date/time and exact amount of any disputed transaction, and the channel used (POS, ATM, web, USSD). This reduces average handling time by several minutes and improves first-contact resolution.

• Fast self-service actions (Nigeria):
  – Dial *737# to check balance, transfer funds, buy airtime/data, or retrieve a mini statement.
  – Use GTWorld to freeze/unfreeze a card, set card limits, change online/payment limits, or raise a chargeback on a card transaction.
  – Internet Banking lets you download stamped e-statements (PDF), schedule transfers, manage beneficiaries, initiate FX requests (where eligible), and raise a secure ticket for support.
• Best-practice tip: if you suspect fraud, immediately secure your account (freeze card, change credentials) using *737# or GTWorld before calling an agent. Seconds matter, and these controls work even before you get through to a human.

Expected Timelines, Fees, and What to Prepare

Complaint handling in Nigeria follows Central Bank of Nigeria (CBN) standards: acknowledgement within 24 hours and resolution within 14 business days for most cases. Card chargebacks and some cross-border disputes may take longer due to scheme rules (Visa/Mastercard cycles can run 30–90 days depending on merchant response). You will receive updates during the investigation, and interim credits may be applied for eligible unauthorized transactions.

Domestic transfer charges via electronic channels are typically tiered (for example, around ₦10–₦50 depending on amount band and channel) as at 2024; exact fees are published in-app and on the website for your country. Card replacement fees and certain service requests may attract charges (often around ₦1,000–₦1,500 in Nigeria; subject to change). Always confirm current pricing in the GTWorld app or at https://www.gtbank.com before authorizing a request.

For any dispute, prepare the following: 10-digit NUBAN account number; transaction reference (RRN if available), date/time, exact amount and currency, channel (POS/ATM/Web/USSD), merchant name and location (if POS/ATM), last 4 digits of the card, your contact email and phone number, and a short description of what went wrong (e.g., “card debited, ATM did not dispense,” “web purchase declined but account debited”). Providing this upfront can cut resolution time by 20–40%.

Security and Fraud Handling

Never share your OTP, PIN, CVV, full card number, BVN, or Internet/USSD passwords with anyone — including anyone claiming to be from GTB. Legitimate agents may verify you using non-sensitive data points but will not ask for OTPs or full passwords. If you receive an unsolicited call, hang up and initiate contact yourself using the official channels listed on https://www.gtbank.com.

In the event of suspected fraud: secure the account first (freeze card via GTWorld or use USSD *737# where available), change Internet/USSD/app passwords, and immediately notify customer care with the transaction details. For card-present fraud (lost/stolen card), get a block in place within minutes to limit liability. For third-party ATM withdrawals or POS disputes, expect investigations that can span 5–15 business days locally; cross-border or card-not-present disputes may extend up to 45–90 days per card scheme timelines.

For additional protection, enable transaction alerts (email/app push; SMS where applicable), set conservative daily limits in GTWorld, maintain up-to-date device OS and app versions, and review statements at least once per week. Many preventable losses occur due to delayed detection rather than sophisticated attacks.

Escalation Path and Regulatory Avenues

If your issue is not resolved within the communicated timeframe, escalate in sequence. Start by replying to the original case/ticket so history is preserved. If you began in-app, use the same thread; if you emailed, keep the subject unchanged. Provide any new information (screenshots, receipts, RRN) and request an estimated completion date (ECD).

After 14 business days without resolution (or immediately for urgent fraud cases), escalate to a supervisor or the branch operations manager. If the matter still remains unresolved, you may escalate externally to the regulator in your jurisdiction (for Nigeria, the Central Bank of Nigeria’s Consumer Protection Department), attaching your GTB complaint reference and all correspondence. Regulators typically require that you first lodge a formal complaint with the bank and allow a reasonable resolution window.

• Practical escalation ladder:
  – Step 1: Log a formal complaint via GTWorld or https://www.gtbank.com (Contact Us). Capture the case/ticket ID and date.
  – Step 2: Follow up after the stated ECD or at 5–7 business days for complex cases; request a status and next milestone in writing.
  – Step 3: Escalate to the branch operations manager or contact center supervisor with your ticket ID and complete timeline.
  – Step 4: If unresolved after 14 business days (or as regulated), file with your national financial regulator. In Nigeria, visit the CBN website (https://www.cbn.gov.ng) and navigate to Consumer Protection to submit a complaint, attaching your GTB ticket ID and evidence.

Staying Up to Date

Products, fees, and contact points evolve. Always cross-check phone numbers and email addresses on https://www.gtbank.com or inside the GTWorld app before you call or write. Avoid numbers or profiles shared on forums or social media comments — scammers often spoof “support” pages.

For frequent travelers or customers with multi-country accounts, note that contact details, fees, and cut-off times vary by country. Use the country selector on the GTB website to reach the correct service desk and ensure your case is handled under the right regulatory framework and timelines.

How do I talk to GTB customer care?

Call our Interactive Contact Center (GTConnect) on 01448000, 070 0482 6663 28, 080 2900 2900, 080 3900 3900, 081 3985 6000 to speak with a Customer Service representative. Visit any GTBank branch to speak directly to any of our Customer Service Representatives.

How do I chat with GTBank on WhatsApp?

“0904 000 2900” This takes Effect from today the 1st of July. Please kindly update our WhatsApp number on your mobile and be mindful of fake and fraudulent individuals posing as GTBank.

How to chat with WhatsApp customer service?

To better assist you, contact us from your phone by opening WhatsApp > Settings > Help > Contact Us. You can also visit our Help Center for additional information. Let us know how you use WhatsApp by providing the necessary information below. Then, tap or click “Send Question” to contact us.

How can I talk to gotv customer care?

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