Bank *737#

1) Definitions & Scope

• “Service” means GTBank’s USSD Mobile Banking accessible via *737# for eligible retail customers.

• “Customer”/ “you” means the account holder using the Service.

• “USSD PIN” means the confidential 4-digit code selected by you to authorize transactions.

• “Bank”/ “we” means Guaranty Trust Bank (Ghana) Ltd.

• “Wallet” means a mobile money or e-wallet account supported by participating providers/the Telcos.

• “GIP” means the Ghana Interbank Payment and Settlement Systems (GhIPSS) Instant Pay service.

• These T&Cs govern all *737# features, including balance/enquiry, bank-to-wallet, wallet-to-bank, intra-GTBank transfers, GIP interbank transfers, airtime/data (“credit top-up”), utility and merchant bill payments (e.g., ECG, GWCL, DStv, Surfline), card request, and other services we may add.

2) Eligibility & Registration

• Available to GTBank retail account holders who have completed KYC and operate accounts in good standing.

• Service is linked to the mobile number on your GTBank account profile; transactions are permitted only from this number.

• Registration is one-time via *737# with verification of account details and USSD PIN creation.

• Non-customers may initiate account opening via *737#, but full-Service access requires successful account opening and KYC completion.

3) Your Responsibilities (Security & Use)

• Keep your USSD PIN confidential; do not disclose it to anyone, including Bank staff, agents, or third parties.

• Memorize your PIN. Do not write it down or store it insecurely on your device.

• Notify the Bank immediately if your phone/SIM is lost, stolen, swapped, recycled, or compromised; we may suspend the Service to protect you.

• Ensure your account information and mobile number on file remain current; promptly update us of any changes.

• Authorize transactions carefully. You are responsible for accuracy of recipients, biller references, amounts, and network/wallet details.

• Take reasonable steps to secure your device (screen lock, safe storage, anti-malware where applicable).

4) Authentication & Authorization

• All transactions require USSD PIN entry (and any additional step-up authentication we may require from time to time).
• Correct entry of your USSD PIN constitutes your irrevocable authorization for the transaction and related debits/fees.

• We may, at our sole discretion, implement transaction monitoring, limits, cooling-off periods, or additional verification for risk control without prior to you. We will however serve you with subsequent notice of such implementations.

5) Transactions & Processing

• USSD sessions are real-time; if network conditions permit, successful transactions are processed instantly with on-screen confirmation and/or SMS.
• Intra-GTBank transfers post immediately to the beneficiary account where systems are available.
• GIP interbank transfers are sent in real time; beneficiary availability may depend on the receiving bank’s systems.
• Bank-to-Wallet and Wallet-to-Bank transactions post in near real-time; availability depends on the wallet provider’s systems and network status.
• Bill payments and airtime/data top-ups are posted to the specified biller or network; ensure correct references (e.g., meter number, account ID, smartcard, phone number).
• Once submitted and authorized, transactions may be irreversible. Where reversal is possible (e.g., duplicate/failed postings), processing is subject to recipient bank/wallet/biller cooperation and may take time.
• We may decline, delay, or reverse a transaction for regulatory, risk, fraud, sanctions, AML/CFT, system, or operational reasons.

6) Fees, Charges & Taxes

• Access to *737# may be free to access, but transaction-specific fees/charges may apply (e.g., transfers, wallet cash-out, bill payments).
• Telecom/USSD session charges or SMS charges (if any) by your mobile network provider are separate and borne by you.
• All fees/charges and applicable taxes/levies (e.g., government/industry fees) will be debited from your account at the time of the transaction or periodically.
• We may review fees associated with the Service without prior notice to you; the latest schedule of fees associated with the Service will be available through our official website.

7) Limits & Controls

• Daily and transaction limits to be set by the Bank shall apply (including aggregate limits across features). The determination of the said limits shall be at the sole discretion of the Bank.
• Limits may vary by customer profile, risk tier, channel, service type (e.g., bank-to-wallet vs. GIP), and applicable regulations.
• We reserve the right, without prior notice to you, to temporarily or permanently adjust limits for purposes of fraud control or regulatory compliance..

8) Service Availability & Network Dependencies

• The Service is intended to be available 24/7, but may be unavailable or degraded due to maintenance, power/network issues, telco outages, integration failures, or circumstances

• beyond our control. The Bank shall, under no circumstance(s), be liable to you for the non-availability of the Service.
• USSD sessions have short timeouts; incomplete steps may require restarting the session.
• The Bank shall not be liable for losses arising solely from telecom failures, biller/wallet downtime, or other third-party outages outside.

9) Account Information & Notifications

• Balance and transaction information presented via USSD are as at the time of inquiry and may exclude very recent postings or holds.
• You consent to receive USSD/SMS alerts and service messages related to your transactions and Service usage.
• Keep your contact details current to ensure you receive alerts and notices.

10) Bill Payments & Airtime/Data Purchases

• You are responsible for accurate biller details and ensuring the account/meter/smartcard/phone number belongs to the intended recipient.
• Where payments are sent to a selected biller, delivery is deemed complete once the biller or its processor confirms receipt.
• Reversals for wrong references are typically not guaranteed and the Bank shall not be liable to you under any circumstance(s) for its inability to effect such reversal; any recovery depends on biller cooperation and timelines.
• For prepaid services (e.g., airtime/data), successful top-ups are final and non-refundable.

11) Bank-to-wallet and Wallet-to-bank Transactions

• Bank-to-Wallet and Wallet-to-Bank services are available for participating wallet providers only.
• Posting is subject to the availability of the wallet provider’s platform and the applicable rules thereof; delays may occur, and the Bank shall, under no circumstance(s), not be liable for any loss you might suffer due to said delays.
• Reversal requests for wrong wallet numbers or amounts may be initiated by the Bank and shall be on best-effort basis, and require the wallet provider’s consent.

12) Transfers (Intra-Bank & Interbank via GIP)

• Intra-GTBank: Transfers are usually immediate; verify beneficiary account name/number carefully before authorization. Where you erroneously credit a GTBank account, we may, but not obliged to, assist you in having the erroneous transaction reversed. You will be primarily responsible for contacting the owner of the account to which the erroneous transfer was effected, to either reverse the transaction or consent for the Bank to do so.
• Interbank (GIP): Once sent, funds are delivered to the receiving bank and any recall or dispute requires that bank’s cooperation and may not be guaranteed. We shall not be liable to you or any other person for any loss(s) you may suffer for erroneously transferring funds to any other bank.

13) Card Requests via USSD

• Card requests initiated via *737# are subject to eligibility, fees, and pickup/dispatch procedures communicated by the Bank.
• Card issuance/activation may require additional verification and documentation.

15) Errors & Disputes

• For any transaction error or dispute, contact the Bank immediately with details (date/time, amount, reference, destination).
• We will investigate and liaise with relevant third parties (receiving bank, wallet, telco, biller) for possible resolution.
• Provisional credits (if any) may be reversed if investigations disallow the claim.
• All claims, complaints, disputes and/or errors shall be made within 20 days from the date they occurred or accrued, for possible resolution..

16) Fraud Prevention, AML/CFT & Sanctions

• You agree not to use the Service for unlawful, fraudulent, or prohibited activities.
• We may monitor, block, report, or retain transactions/records to comply with AML/CFT, sanctions, and regulatory obligations.
• The Bank may freeze, restrict, or close your Bank account(s) or terminate the Service where suspicious activity is detected or where required by law.

17) Data Protection & Privacy

• We collect and process your personal data for provision and administration of the Service, fraud control, and compliance.
• We may share necessary data with processors and partners (e.g., telcos, switches, billers, wallet providers) strictly to deliver the Service and meet legal duties.
• Data will be handled in line with applicable data protection laws and GTBank’s privacy notices as may be published on our website from time to time.
• You consent to the storage and processing of your data for the purposes above, including cross-border transfers where required to provide the Service and permitted by law.

18) Liability & Indemnity

• The Bank will exercise reasonable skill and care in providing the Service.
• We are not liable for losses arising from:
• your disclosure/misuse of PIN or device.
• incorrect details (relating to beneficiary, biller, wallet and/or amount) entered by you in the course of a transaction.
• telecom/network or third-party system failures.
• events beyond our reasonable control (example, force majeure).
• delays required for fraud/regulatory checks.

• Where the Bank is found liable, liability is limited to the amount of the disputed transaction and associated fees (excluding indirect or consequential losses), to the extent permitted by law.
• You indemnify the Bank against losses, claims, or costs arising from your breach of these T&Cs, unlawful use, or misuse of the Service.

19) Service Changes, Suspension & Termination

• We may add, modify, suspend, or discontinue features, limits, or access (in whole or in part) for maintenance, security, regulatory, or business reasons.
• We may suspend or terminate your access for breach, suspected fraud, risk concerns, or as required by law/regulators.
• You may de-register by contacting the Bank; outstanding obligations and fees remain due.

20) Communications & Notices

• We may communicate updates via USSD prompts, SMS, email, our website, application notices, or in-branch postings.
• Notices are deemed received when delivered to your registered contact channels or published on our official channels.

21) Intellectual Property

• All trademarks, logos, USSD menus, and content related to the Service are the intellectual property of the Bank.
• You receive a limited, revocable, non-transferable right to use the Service for personal banking in accordance with these T&Cs.

22) Third-Party Services

• The Service interfaces with telcos, switches (e.g., GIP), billers, and wallet providers. Each third party’s terms and policies may also apply.
• The Bank is not responsible for the content, pricing, or performance of third-party services.

23) Set-Off & Right to Debit

• You authorize the Bank to debit your account(s) for applicable fees/taxes for transactions you authorise via USSD.
• The Bank may set-off in full amounts you owe the Bank (fees/charges/indemnities) against any of your accounts with us and/or to any extent permitted by law.

24) Dormancy & Inactivity

• The Bank may apply dormancy rules to accounts in line with policy/regulation; dormancy may restrict Service use until reactivation requirements are met.

25) Severability & No Waiver

• If a clause is found invalid or unenforceable, the remaining clauses continue in full force.
• No failure or delay by the Bank in exercising any right operates as a waiver of that right.

26) Governing Law & Dispute Resolution

• These T&Cs are governed by the laws of the Republic of Ghana.
• In the event of any disputes or differences (“Dispute”) arising between the Parties on any matter with respect to this Agreement or any part thereof, the Parties shall attempt to resolve the Dispute amicably by negotiation within Thirty (30) days of either Party communicating to the other the Dispute.
• In the event that no consensus is reached by the end of the said Thirty (30) days, the Dispute shall be referred to (and finally resolved by) arbitration pursuant to the Alternative Dispute Resolution Act, 2010 (Act 798) or statutory modification or re- enactment thereof.
• The tribunal shall consist of a sole arbitrator who shall be appointed by agreement of the Parties. If an agreement is not reached within Fifteen (15) days after a Party calls for an agreement in writing, the arbitrator shall be appointed by the Ghana Arbitration Centre.

The request to nominate an arbitrator shall be in writing and shall outline the claim and any relevant counterclaim. The place of arbitration shall be Accra, Ghana. The language of the arbitration shall be English and the rules of the Ghana Arbitration Centre in force as at the date of the Dispute shall apply. The tribunal shall give a written record of the award and the reasons for it, and the award shall be final and binding.

27) Acceptance of Terms

• By registering for or using *737#, you acknowledge and accept these T&Cs (as updated from time to time). Continued use after changes take effect constitutes acceptance of the updated T&Cs.