By Kebba Ansu Manneh
As Gambians celebrate Christmas, several Trust Bank Gambia Limited customers have reported challenges with the bank’s online application services. Both domestic and international clients have expressed frustration over difficulties in sending and receiving money through the bank’s digital platforms.
Customers have voiced dissatisfaction, stating that the online app, essential for remitting funds to families during the festive period, has not met their expectations. Additionally, users have experienced issues with replacing expired ATM cards and receiving timely SMS alerts.
For over a month, the effectiveness of Trust Bank’s alert system has reportedly been compromised despite the bank’s commitment to delivering efficient customer service.
Customers have raised these concerns with bank officials but have not received a clear timeline for restoring complete online banking services.
Ousman Mbye, a Trust Bank customer living in the Gambia, has voiced significant dissatisfaction with the bank’s online app services. He reports that these issues have persisted for over a month, creating challenges for customers who rely on digital banking for convenience. According to Mbye, the bank initially promised a resolution by November 25, but problems with accessing accounts and conducting transactions remain.
Mbye expressed frustration with the new app, citing the cumbersome process of repeatedly entering login details as a significant inconvenience. Similarly, a customer in the United States shared comparable difficulties, noting that the app’s breakdown affected his ability to pay staff salaries and settle payments with clients in December.
This customer also highlighted that many Gambians in the U.S. are experiencing similar issues with the bank’s digital services, including SMS and Email Alerts. Although a new mobile app service has been introduced, accessing accounts remains challenging due to the complicated procedures required to update the app.
Dudu Sosseh, the Assistant Corporate Manager at Trust Bank Gambia Limited, acknowledged customers’ issues with the bank’s online services and stated that the bank is updating its digital platforms to address customer needs better. Sosseh noted that the MobileApp, ATM, Email Alert, and SMS Alert services are suspended and will remain so until further notice.
He indicated that resuming these services could take three weeks or longer as the bank is awaiting approval from its partner app store to proceed with a full-scale relaunch. At the time of reporting, there is no confirmed date for when Trust Bank Gambia Limited will fully restore its online banking services.
Trust Bank apologized to its customers in an update before the partial restoration of services.
“We sincerely apologize for the disruption in our MobileApp, Email Alerts, and SMS Alerts services that you have experienced over the past week. This is due to unforeseen technical challenges encountered during the transition to the latest version of our Core Banking Application, which extended beyond the anticipated timeline of Monday, 25th November 2024.
We fully understand the inconvenience this has caused, and we are actively working with the service providers to resolve the issue as swiftly as possible.
At Trust Bank, we are committed to providing the best possible service, and your convenience is of utmost importance to us. Please be assured that we are taking all necessary measures to prevent similar disruptions in the future.”
