As she made to drive out of the parking lot, she said that a security guard came to her side, tapped on the window and reminded her that they were the ones watching over her car. “He didn’t stop there,” she recalled, adding, “he then said that it would be wicked of me to leave without tipping them. I was shocked, of course, but I gave him N500. I don’t know what gave him the boldness to talk that way. But I quickly reflected that these people could arrange with outsiders to rob me on my way. I plan to register my displeasure with the bank.”
Indeed, no Nigerian bank, customers allege, is immune from this untoward trend which they concur is borne out of the pocket-money wages they receive. “These are grown men and women with families and they earn what I’d give my kid for tidying their bedroom,” she said. She implored bank CEOs to look into the situation before it turned ugly saying, “At the rate these guys are going, they might be the ones with guns robbing people openly at the ATMs.”
Horrid Experiences of Customers:
A business owner, Mr. Tunde, recounted a particularly harrowing experience at the Ikoyi branch. “I went in to make a substantial withdrawal for payroll. As soon as the teller saw the amount, her demeanor changed. She kept hinting that I should show appreciation. I was already running late, so I ignored her. By the time I got back to the office, I realized that she had shorted me several thousand naira. When I went back to complain, she acted as if she didn’t recognize me and refused to help. It was only after I threatened to involve the branch manager that she reluctantly corrected the error. But the whole experience was humiliating.”
Ms. Ada, a teacher, shared a similarly disturbing incident at the Ikeja branch. “I went to deposit some money and the teller was very friendly at first, asking about my day and making small talk. But then she asked if I could ‘spare something small’ for her. When I politely declined, citing my tight budget, her friendliness evaporated. She became cold and deliberately slow, handling my transaction as if she had all the time in the world. Other customers were served before me, even those who arrived after I did. It was clear she was punishing me for not tipping her.”
Mr. James, a retiree, faced a different kind of intimidation at the Victoria Island branch. “Every time I visited to withdraw my pension, the security guards would crowd around my car, demanding tips for helping me park. On one occasion, when I didn’t have any change to give them, they blocked my car and wouldn’t let me leave until I handed over some money. They even threatened to report me for creating a scene. It was terrifying, especially for someone my age.”
The distressing accounts from customers reveal a dark and growing crisis within the walls of GTBank. As the pressures of inadequate wages push tellers and security guards towards unprofessional and aggressive behavior, the once hallowed banking experience turns nightmarish. Guaranty Trust Bank must address these internal challenges with urgency and empathy, ensuring that the integrity of its service remains untarnished. Only then can it hope to sustain the trust and respect of its clientele, securing its legacy for the future.
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