Warranty Belief Financial institution, a Nigerian financial institution with 32 million clients, has apologised to clients for a seven-week service disruption resulting from its core banking software change that left clients unable to entry their funds.

“Your persistence and assist throughout this latest transition to a brand new core banking system has been nothing wanting extraordinary,” the financial institution stated in an announcement on Wednesday. The financial institution additionally confirmed TechCabal’s earlier reporting that it migrated to Finacle, a core banking software constructed by Infosys. 

It’s the first time the financial institution has publicly apologised for the prolonged disruption that has precipitated appreciable frustration to its retail clients. The size of GTBank’s retail buyer base and deposits—₦7 trillion—meant the disruption left many Nigerians unable to entry their funds or full transactions. 

“I couldn’t entry my funds for seven weeks. The banking app didn’t work in any respect and I had to make use of the online app which was inconvenient,” Oyegbile, a GTBank buyer, informed TechCabal.

GTBank didn’t instantly reply to a request for feedback.

GTBank picked Finacle as its new core banking software within the fourth quarter of 2023 after a few of the financial institution’s prime administration and tech staff visited India to dealer a direct partnership with Infosys, TechCabal beforehand reported.

Whereas the core banking change is crucial to bettering the financial institution’s service supply, the service disruption has damaged the basic promise of banking—making certain clients can entry their cash each time they want it.